Escalation Levels
Escalation levels allow the help desk to better identify, query, report, and monitor priorities and urgent issues. By default, Vector HelpDesk defines five escalation levels. Level 1 is the lowest level; Level 5 is the highest.
Time-based escalation rules are used to define a sequence of escalation levels. For example, when a new issue is first submitted to the help desk, the issue is at Level 1. If the help desk does not respond to the issue within the target initial response time, the issue is escalated to Level 2. As more time goes by without either a response or a resolution, the escalation level of the issue is raised, until it reaches the highest escalation level.
Escalation rules and SLAs are enforced only for issues where the Escalation State is set to On. Escalation State is a field on the SLA tab of a Web view. By default, escalation is on, but help desk analysts can pause or disable escalation.
To edit the escalation levels:
1 In HelpDesk Web Admin, click the Choices tab.
2 In the Project list, click a project.
3 In the Choice List list, click Escalation Level.
4 Edit the escalation levels:
To
edit an escalation level, click the escalation level and then click
.
Click
to create a new escalation level.
To
delete an escalation level, click the escalation level and then click
.
To
reorder the list, click an escalation level and then use
and
to move it.