You create an escalation that checks all new service requests
for a classification of 'PIPE_LEAK'. When the escalation finds a service
request with this classification, it calls an action. The result of
the action is that a business rule is implemented. The service request
is assigned to the correct service group and if required, a work log
is created.
Procedure
- In the Escalations application, create an escalation.
- Specify a name for the escalation. For consistency,
use the same name you used for the launch point that you created in
the previous task.
- Specify SR as the business object
the escalation applies to.
- Specify the condition as reportedpriority=1 and
status='QUEUED' and commoditygroup is null.
- Specify the schedule as 1 minute.
- Create the escalation point.
- In the Actions window, select the
action you associated with the action launch point in the previous
task.
- Save the escalation.