Configure an escalation rule

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.

   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.

Parent Topic:Configuring Workplace Case Management

Related topics

Install Workplace Case Management

Create a Workplace case template

Create a Workplace task template

Smart Assessment for Workplace Case and Task

Automating seat assignment for new hires

Configure Approval options

Configure a Record producer

Configuring a record producer for request edit

Configuring a record producer for reservation

Create an SLA Definition

Create a Workplace service

Add a workplace service item to a workplace service

Create a workplace template configuration

Create a workplace field mapping

Add Fulfillment instructions

Group similar workplace cases under a parent case