The service ticket escalation process is part of the Rule Policy functionality. Based on several conditions, different agents or groups can be determined to look at the service ticket.
Most common conditions would be that the status must be OPEN, and then per category a different agent or group will be determined. A common process would be as follows:
- The customer has a question or complaint that cannot be immediately resolved
- The agent creates a service ticket
- The agent enters the details. One of the actions is to select the correct categorization.
- When clicking the escalate button, the system determines the responsible group based on the selected categories.
The settings for the escalation routing can be done in het IC_Manager business role under Process Management --> Rule Modeler.
The rules can be implementing Rules in the ORDERROUTING node.