Escalate is an attribute on the ticket, not a ticket status. Escalating a ticket allows a ticket to maintain its status, but reflect that the ticket has been escalated for further research, help, or approval, based on your organization’s escalation level definitions. Three escalation levels are delivered with ATG Ticketing:
Tier 1
Tier 2
Tier 3
You can use the escalation levels provided, or modify them according to your business needs.
newTicketEscalationLevels
Modify the new ticket escalation property in the TicketingManager.properties file (newTicketEscalationLevel is set to Tier1). For example, instead of Tier 1 as the escalation level for a newly created ticket, you want to the new ticket escalation level to be Agent, or Level 1.
To change the new ticket escalation level:
From the ACC menu, select Pages and Components>Components by Path. The Components page is displayed.
From the Components page, expand the atg>ticketing folder, and then double-click the
Ticketing Managerfile. The TicketingManager Component Editor is displayed.From the TicketingManager Component Editor, scroll to the
newTicketEscalationLevelproperty.
Modify the newTicketEscalationLevel property as required, and then click Save.
defaultEscalationTicketQueueName
Escalate a ticket to a default ticket queue, first using the designated ticket queue for the ticket (if any), then using the ticket queue specified by the defaultEscalationTicketQueueName property. This creates the associated activities for escalation level changes and ticket queue ownership changes.
To modify the defaultEscalationTicketQueueName:
From the ACC menu, select Pages and Components>Components by Path. The Components page is displayed.
From the Components page, expand the atg>ticketing folder, and then double-click the
Ticketing Managerfile. The TicketingManager Component Editor is displayed.From the TicketingManager Component Editor, scroll to the
defaultEscalationTicketQueueNameproperty.
Type the group name for escalation as required, and then click Save.
defaultEscalatedTicketEscalationLevel
Designate a default escalation level for an escalated ticket using the defaultEscalatedTicketEscalationLevel property. The default escalated ticket escalation level is the escalation level displayed with a ticket after it has been escalated. For example, if your default new ticket escalation level is set at Tier 1, the logical default for the escalated ticket escalation level is Tier 2.
To modify the defaultEscalatedTicketEscalationLevel:
From the ACC menu, select Pages and Components>Components by Path. The Components page is displayed.
From the Components page, expand the atg>ticketing folder, and then double-click the
Ticketing Managerfile. The TicketingManager Component Editor is displayed.From the TicketingManager Component Editor, scroll to the
defaultEscalatedTicketEscalationLevelproperty.
Type the new escalated ticket escalation level as required, and then click Save.
