Configure an escalation rule

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Escalate a workplace case to the relevant assignment group by using an escalation rule.

    Before you begin

    Role required: sn_wsd_case.admin or sn_wsd_case.manager

    Procedure

    1. Navigate to All > Workplace Case Management > Workplace Case Management - Setup > Escalation rules.
    2. Click New.
    3. On the form, fill in the fields.
      Table 1. Case Tier Escalation form
      Field Description
      Escalate from Assignment group from which you want to escalate the workplace case.
      Escalate to Assignment group to which you want to escalate the workplace case.
      Domain Domain of your application. This field is automatically set to your application domain.
    4. Click Submit.

    Result

    The escalation rule is created. The rule is displayed under the Related links of those workplace cases that have the assignment group (specified in Escalated from) for which the rule is created.