Introduction
This area is for tips relating to Filters, Escalation Rules, Views etc...
Common Questions
How do I populate the new quick lists? - http://www.ilient.com/Sysforums/posts/list/2112.page
Clever Tips & Tricks
Prohibit to close a SR without resolution and solution - http://www.ilient.com/Sysforums/posts/list/299.page
Customizing "Assigned to" Field - http://www.ilient.com/Sysforums/posts/list/257.page
Did you know you can use a % character as wild card in the expression filter? - you do now! taken from - http://www.ilient.com/Sysforums/posts/list/581.page
How to make your active status filter always show ALL items with a class of open - http://www.ilient.com/Sysforums/posts/list/521.page#2509
Send a different E-mail based on different escalation rules - http://www.ilient.com/Sysforums/posts/list/859.page
All end users to view other service requests submitted by users from the same company - http://www.ilient.com/Sysforums/posts/list/1523.page
Adding fields Resolution and Solution into SR Activity instead of SR - http://www.ilient.com/Sysforums/posts/list/1099.page
Routing based on urgency - http://www.ilient.com/Sysforums/posts/list/552.page
Feature Requests
(non editable) text from company to SR and Phone Call forms - http://www.ilient.com/Sysforums/posts/list/1002.page
Control the layout/order of filters on the screen - http://www.ilient.com/Sysforums/posts/list/0/1013.page
Filter Departments by company - http://www.ilient.com/Sysforums/posts/list/1001.page#7136
Escalation Rule Examples
Escalation rules are scripts defined by the administrator that sort or change parameters in a service request that meets the appropriate conditions.
The use of escalation levels gives the administrator the ability to determine which rules will be prioritized, and will also subject a service request to other rules.
For example, an escalation rule level 5 will do its job, such as sorting or changing things like urgency, priority or notifying the administrator, and then the service request will be marked as escalated. This means that only rules with a lower escalation level (0,1,2,3,4) will affect the service request after the level 5 escalation rule has been applied.
This helps create highly advanced scripts that can tend to every service request automatically, with the parameters applied by the administrator.
Setting an escalation level of 0 will cause a situation where a service request will be processed by this rule but will not be marked as escalated.
When a service request is marked as escalated, it will not be subjected to escalation rules with that same level or above.
Setting an escalation level of 0 will require you to make some change to the service request (either to Status or Priority) that will cause the service request to not meet the same conditions. Otherwise, the escalation rule will run again and again until the service request does not meet all the conditions of the escalation rule.
Routing Based on Urgency - http://www.ilient.com/Sysforums/posts/list/552.page |
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