Escalation rules are created under Administration
| Workspace | Escalation from the FootPrints Toolbar.
A list of existing escalations (if any) is displayed. You have several
options from this page:
Create
a new escalation—To
set up a new escalation, click Add Escalation. A
number of steps for setting up a new escalation
rule are displayed.
Edit—Highlight an existing escalation in the list and then click Edit to change it.
Delete—Highlight an existing escalation in the list and then click Delete to delete
the escalation.
Escalation Details— Highlight an existing escalation in the list and then click Escalation Details to view summary of the escalation criteria and actions.
On/Off—Turn existing
escalations on or off without going to the Escalation
Setup page. When you turn an escalation on or off, a pop-up appears for you to enter your password and save the change.
Configure Escalation Email—Define templates
for escalations. You
can perform this either before or after you've created the escalation
rules.
Summary of all Escalations—View
a pop-up window that lists all properties of all escalations in the workspace. Print
the summary by clicking the Print button at the bottom of the page.
The order of escalation rules on the escalation page
determines which rules take precedence. The order can be changed by dragging and dropping the rules. When you drag and drop a rule in the list, you must place the dragged rule on top of the rule you want to replace in the order. The rule you are replacing is moved and the dragged rule replaces it. This type of move requires that you enter your password the first time you move an escalation rule, but subsequent moves during the same session do not require the password.