Generic case escalation rule maintenance overview

All client-oriented activities that constitute the creation of a generic case can be service level driven and form an integral part of a wider Service Level Agreement (SLA). Within the generic case management process there are three key components of SLA compliance tracking: amber warning period, follow-on escalation and target completion exceeded. In order to monitor compliance, individual SLA targets can be linked to the discrete tasks that are associated with a generic case, as well as the overarching classification. Once an SLA indicator is reached, the system can be configured to dispatch an automatic alert to one or more user accounts, notifying them of the situation; the next stage in proceedings can also be controlled through a follow-on rule i.e. the actions to be undertaken in the instance where an escalated case or task is still outstanding after a defined period. Achieved through the creation of generic case escalation rules, these automatic alerts can be defined for any combination of companies, roles and individual user accounts, at the discretion of the housing organisation. For example, a generic case escalation rule might be linked to a system role entitled 'Programme Compliance Officer' and comprising several users, all of whom need to be alerted when a specific task within a generic case reaches its amber warning period (the advance warning of an imminent target completion date). Once an alert is routed to that escalation group, all users will receive the same notification by virtue of their membership to the linked role. In general, where a generic case escalation rule links to a role, all members of that role will be alerted; conversely where individual members are associated with a generic case escalation rule, notification will be restricted to those members only.

Separate help articles have been created for each key aspect of generic case escalation rule maintenance, including:

• To create a new generic case escalation rule
• To add a role to a generic case escalation rule
• To add a user to a generic case escalation rule

In addition, separate help articles focus on the creation of users and role memberships, specifically:

• To create a new user account
• To create a new role
• To assign a role to a user account