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Escalations with the ManageEngine Servicedesk Plus

Thursday, August 22, 2019 - by Keith A. Smith

There is currently two ways to configure escalations with the ManageEngine Servicedesk Plus. One way is to configure SLA actions which you can do by watching this video https://www.youtube.com/watch?v=H6wAgjA5dGQ

What I'm going to focus on here is the way to create a manual escalation triggered by a technician in the ManageEngine Servicedesk Plus. The first thing you need to do is create a support group, e.g., Escalations - District technicians Tier2 then add the technicians you want to the group. Now you need to create a business rule with the following settings


The settings in this rule will execute during any request creation and edit at any time. Also, the criteria are to match all the group to perform action changes to the status on the request to "Escalated - In Progress" and set the level as "Level3". 

Now to test this, you could use a requester account to login to the ServiceDesk then raise a request. Now logout of the ServiceDesk and login into the ServiceDesk with a technician account that is not in the Escalations - District technicians Tier2 group. Locate the request and open it, now change the group to Escalations - District technicians Tier2 and save your changes. You should see that the level was set to level3, the group has changed to Escalations - District technicians Tier2  and the status says Escalated - In Progress. If you have technician auto-assign setup, it will automatically assign a technician from the Escalations - District technicians Tier2 group. You can also confirm these actions by reviewing the history tab on the request.

That's it. I hope this helps out a few people.

-End
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