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

You can use the escalation levels provided, or modify them according to your business needs.

Modifying New Ticket Escalation Levels

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:

Modifying Default Escalation Ticket Queue Names

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:

Modifying Default Escalated Ticket Escalation Levels

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:


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