| Author |
Message |
![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 12/01/2009 06:12:57
|
CarolR
SysAider
Joined: 12/01/2009
Messages: 19
Offline
|
Hi
I am trying to set a rule to change the status when a service request with a certain category is logged so it changes the alert that is set with the new status, ideally we would like it to be immediate.
At the moment we have the following set.
A SR logged with a category of hall booking (all sub categories) is routed to a speciifc agent, this works correctly.
We want the rule to pick up all the main hall booking category and change the status from New to Hall Booking New which will then give it a yellow alert (we are using these to colour code in this instance).
I have tried setting the rule with and without the assigned to and triggered by last modifed and request time. I have also tried setting a due date of 1 hour and set the rule trigger to escalate to 1 hour before due time and also 1 hour after due time. None of these ways work.
I am sure I am missing something obvious 
EDIT I have manged to get it working with a due time of an hour and a trigger of 1 hour after due time but we would like the change made sooner than 2 hours after request time.
This message was edited 1 time. Last update was at 12/01/2009 08:15:23
|
|
|
12/01/2009 08:47:57
|
Haim
SysAider
Joined: 15/04/2008
Messages: 2449
Offline
|
Hello CarolR,
If you are not interested in escalating the service request based on the due date, you change the "escalate when" statement to be triggered any specific time after the service request has been added to the system.
to do this, please go into the rule's configuration screen, and change the "escalate when" to 1 minutes after "request time".
This will automatically trigger the service request to the requested status after the service request has been opened.
Best regards.
Haim
|
Pushing IT forward |
|
|
12/01/2009 09:06:40
|
CarolR
SysAider
Joined: 12/01/2009
Messages: 19
Offline
|
Our version (v5.1.0 only has the option of hours and days with a drop down list ...the same is true of due dates, I have attached a screenshot.
Also the request time doesnt seem to trigger anything - I had it set to 1 hour after request time but nothing happened.
Like I say I am sure I am missing something ....
| Filename |
Doc1.docx |
|
| Description |
|
| Filesize |
40 Kbytes
|
| Downloaded: |
12 time(s) |
|
|
|
12/01/2009 09:28:47
|
Haim
SysAider
Joined: 15/04/2008
Messages: 2449
Offline
|
CarolR ,
Please upgrade to the latest version from http://www.ilient.com/patches.htm
This will add the new features to the escalation screen.
Best regards.
Haim
|
Pushing IT forward |
|
|
12/01/2009 12:07:44
|
CarolR
SysAider
Joined: 12/01/2009
Messages: 19
Offline
|
Hi
We have upgraded and the rule is working.
As a general rule does due dates have to be configured in order for the escalations to work?
Carol
|
|
|
13/01/2009 05:06:52
|
Haim
SysAider
Joined: 15/04/2008
Messages: 2449
Offline
|
CarolR wrote:Hi
We have upgraded and the rule is working.
As a general rule does due dates have to be configured in order for the escalations to work?
Carol
Hello again CarolR,
If you are triggering the escalation rules by the due dates, you have to have a due date in the service request in order for it to generate.
However, you can trigger the service request in a specific time after the service request has been submitted or last changed, and in those cases, there is not need for due dates.
Best regards.
Haim
|
Pushing IT forward |
|
|
13/01/2009 06:44:10
|
CarolR
SysAider
Joined: 12/01/2009
Messages: 19
Offline
|
Thank you for your help 
|
|
|
23/08/2009 01:30:22
|
SysAid#1
SysAid Mod
Joined: 02/11/2008
Messages: 702
Offline
|
Hi All,
I have just done an installation. I have configured the escalation rules to escalate based on category selection. 1 minute after request time. It works for one rule but not all the others.
The rules configured are for different categories.
|
|
|
24/08/2009 15:21:14
|
andykeppel
Elite SysAider
Joined: 24/06/2009
Messages: 177
Location: Chanhassen, MN USA
Offline
|
Haim, If you create an escalation rule, and set it for "1m after SR creation" will it go back and escalate SRs that were made days / weeks / months ago? How often does the Escalation Engine process its rules?
|
Andrew Keppel
"if it's stupid but it works, it isn't stupid" |
|
|
25/08/2009 10:00:59
|
Haim
SysAider
Joined: 15/04/2008
Messages: 2449
Offline
|
andykeppel wrote:Haim, If you create an escalation rule, and set it for "1m after SR creation" will it go back and escalate SRs that were made days / weeks / months ago? How often does the Escalation Engine process its rules?
Hey Andy,
Yes, if you will configure the rule in such a mannar, will look for all the requests in the system, and if they fit to the rule, it will escalate them.
You can use an expression builder to add an exception to the rule that the date must be bigger then the current date to prevent from all the emails to be sent.
Best regards.
Haim
|
Pushing IT forward |
|
|
08/09/2010 11:43:16
|
andykeppel
Elite SysAider
Joined: 24/06/2009
Messages: 177
Location: Chanhassen, MN USA
Offline
|
How often does the Escalation Engine process? every minute? 5 minutes? Hour?
|
Andrew Keppel
"if it's stupid but it works, it isn't stupid" |
|
|
13/09/2010 12:54:50
|
itayH
SysAid Customer Relations
Joined: 23/09/2009
Messages: 1092
Offline
|
Hi Andrew,
The escalation rules runs every 5 minutes.
|
Best Regards,
Itay |
|
|
![[Up]](/Sysforums/templates/default/images/icon_up.gif){kind=icon}
![[Email]](/Sysforums/templates/default/images/icon_email.gif){kind=icon}
