To add a role to a generic case escalation rule

The procedure to add a role to a generic case escalation rule is as follows:

1. Navigate to Quick Menu > System > Cases and Tasks > Escalation Rules. The System Case Escalation Rule Configuration window is displayed.
2. Expand the Generic Case classification heading and select an escalation rule from the alphabetical list, or type its name into the Search Escalation Group field. By default the list is filtered to show Current escalation rules. An alternative filter can be applied using the Select view drop-down field: Expired, Future or All combinations 1.
3. Click on Groups. The Groups tab is activated.
4. Click on New Role. The Escalation window is displayed.
5. Using the Role drop-down field, select the desired role for the generic case escalation rule e.g. Performance Manager, Housing Manager, etc.
6. Choose an Effective from date for this assigned role i.e. the date at which it becomes active 2.
7. Choose an Effective to date to automatically deactivate the role allocation on a specific date in the future; a blank field means the assigned role will remain with the generic case escalation rule in perpetuity.
8. Click on Confirm. The assigned role is displayed in the Escalation Group Roles summary table 3.
9. Click on Save.

Note

1 The Search Escalation Group field will match against any element of the escalation rule description.

2 The Effective from date defaults to the current system date and cannot be left blank.

3 To remove the assigned role, change the Effective to date to be in the past.

See related topics...

Generic case escalation rule maintenance overview

To add a user to a generic case escalation rule

To create a new generic case escalation rule