Adding Support Ticket Escalations

Access the Ticket Escalations Page

From the Ubersmith Dashboard, click Settings.

The Ubersmith Settings page appears.
From the Support Settings – General section, click Ticket Escalations.

The Ticket Escalations page appears.

Complete the Details Tab

From the Ticket Escalations page, click Add New Ticket Escalation.

The Add New Ticket Escalation page appears.
In the Name field, enter the name of the escalation.
In the Priority field, enter a numeric value for the priority, to determine the order tickets are run. Escalations are evaluated in ascending order of priority. If two or more share the same priority, they are ordered alphabetically.
In the Interval field, enter the time period for how often the rules are checked, then select minutes, hours, days or weeks for at least a five minute interval.
In the Enabled field, select Yes to enable the ticket escalation.

Complete the Times Tab

Click the Times tab.
In the Days of the Month From field, select the day of the month to begin polling existing tickets.
In the Days of the Month To field, select the day of the month to end polling existing tickets.
In the Days of the Week field, select one or more days of the week to include in the polling.
In the Times From field, select the time of day to begin polling existing tickets.
In the Times To field, select the time of day to end polling existing tickets.
Click add times to add another polling time frame.
Click remove to delete a polling time frame.

Complete the Rules Tab

You can add as many rules to the escalation as needed, which is the criteria to identify when something needs to be done.

Click the Rules tab.
Select the Department field, then either In or Not, then select the desired department. This field will either include or not include the selected department for the escalation. See Adding Support Departments for more information.
Select the Classification field, then either In or Not, then select the desired classification. This field will either include or not include the selected classification for the escalation. See Adding Support Classifications for more information.
Select the Type field, then either In or Not, then select the desired ticket type. This field will either include or not include the selected type for the escalation. See Adding Ticket Types for more information.
Select the Priority field, then either In or Not, then select the desired ticket priority. This field will either include or not include the selected priority for the escalation.
Select the Impact field, then either In or Not, then select the desired ticket impact. This field will either include or not include the selected impact for the escalation.
Select the Assigned To field, then either In or Not, then select the desired ticket assignment. This field will either include or not include the selected owner for the escalation.
Select the Client field, then select the desired Has Tag. This field will include clients that have the selected tag on their account.
Select the Internal Ticket field, then select Yes if the tickets you want to escalate are internal tickets. Select No if you want to escalate external tickets.
Select the Time to Resolution field, then enter a start and end number in the Between fields. This field will include ticket resolution times for a specified range for escalation.
Select the Time to First Reply field, then enter a start and end number in the Between fields. This field will include ticket first-reply times for a specified range for escalation.
Select the Time to Reply field, then enter a start and end number in the Between fields. This field will include general ticket reply times for a specified range for escalation.
Select the Time to Last Update field, then enter a start and end number in the Between fields. This field will include the last public comments or followup replies from either support or the client for the specified range for escalations.
Click the add icon to add additional rule fields.
Click the trash icon to delete rule fields.

Complete the Actions Tab

Once a rule is identified, the Actions tab determines the actions to take.

Click the Actions tab.
Select the Change Type to field, then select the ticket type to apply for the escalation. See Adding Ticket Types for more information.
Select the Assign to field, then select the user to assign the ticket to for the escalation.
Select the Move to Department field, then select the department for the escalation. Click add department to add a new department. See Adding Support Departments for more information.
Select the Classify As field, then select the ticket classification for the escalation. See Adding Support Classifications for more information.
Select the Change Priority to field, then select the ticket priority for the escalation.
Select the Change Impact to field, then select the ticket impact for the escalation.
Select the Set custom fields field, then select the appropriate custom field and its input. This field varies, based on your defined custom fields. See Adding Custom Tickets Fields for more information.
Select the Send Email field, then enter the To, Subject, From, and Body of the email. This sends an email for the escalation.
Select the Set client association field, then either select Associate with client and fill in the client ID or select Remove client association.
Select the Automatically reply with field, then select the type of reply and enter the Subject, From, and Body in order to send a comment that applies to the support ticket.

Complete the Matching Tickets Tab

The Matching Tickets tab displays all existing, open tickets that match your configured escalation rules. Check this page before saving to confirm the escalation will affect the desired tickets.

Click the Matching Tickets tab. A list of tickets that match the configured rules appears.
Select a ticket to open it in the Support Manager, if desired.
Click Save or Save & New.