Company: Link Technologies
Case No: L08672. Project: 08.20: LinkSOFT Version 8.2
Logged By: Rashna (Edge Business Solutions) on 11 Jul 2017 09:52AM
Priority: High
Product: Helpdesk
Group: New Feature
Time Taken: 17.00 (Weight: 17.00)
Version: 8.290.0115
Assigned To: Sanjay (Link Technologies)
Circulation: Alvis, Development, Rashna
Resolve By: Wednesday, 12 July 2017 12:00 AM [2482 days since logged date]
Status: Closed
Subject: Escalate a call when the call has not been updated past a predefined number of days
Summary:    

Hi Team, 

IGA is our newest helpdesk client. 

They have requested for all calls to be automatically escalated to senior technicians where the resolution date has passed 15 days.

For example

  1. Case  XXXX was logged on 01/01/2017.
  2. Case XXXX remains open till 16/01/2017.
  3. Case XXXX should be then assigned to a senior technician or the allocated staff. A notification should also be sent to the user.
Audit Notes:
11 Jul 201711:35AM Comment 1 by Alvis (Link Technologies) Case 8672 added to project 8.14
11 Jul 201711:35AM Comment 2 by Sanjay (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 11-07-2017 11:35 AM

Design:

  1. Create a new menu: Call Escalation
  2. Fields to store:
    1. Priority
    2. Product
    3. Group
    4. Assigned To (Option for ALL)
    5. Logged By (Option for ALL)
    6. ThresholdHours 
    7. ThresholdIncludesWeekendsAndPublicHolidays (Checkbox)
    8. Escalate To
Business Rules
  1. After threshold days, Assign case to "Escalate to"

Example:

  1. Entry 1: Assigned to: Rashna, Escalate to Vineet, Threshold Days 5
  2. Entry 1: Assigned to: Vineet, Excalate to Sanjeet, Threshold Days 2

Regards
Rashna/Sanjeet/Alvis/Sanjay


11 Jul 201701:16PM Comment 3 by Sanjay (Link Technologies) Case 8672 removed from project 8.14
11 Jul 201701:16PM Comment 4 by Sanjay (Link Technologies) Case 8672 added to project 8.13
11 Jul 201701:18PM Comment 5 by Sanjay (Link Technologies) Assigned To: Alvis (Link Technologies) Followup Date: 11-07-2017 01:18 PM

Hi Alvis,

Can you create the table, menu and Select/Insert/Update procedures and assign the case to me?

Thanks


13 Jul 201709:54PM Comment 6 by Sanjay (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 13-07-2017 09:54 PM Time Taken: 8.00

Hi Alvis,

I have created the Menu, Security (IN032), Tables, Forms (\Forms\CallExcalation.aspx) and bindings for this case.

Can you do the following:

  1. Create a process that uses the table data to escalate the cases
  2. The escalate should have a default schedule of 10 seconds
  3. Calls should escalate based on the data provided in table LT_HEL_CallEscalation
  4. Comments should be added in the case to indicate that the call was escalated automatically. Comment should be:  "Call escalation due to threshold hours {hours} exceeded"
  5. Perform system test

Regards
Sanjay


14 Jul 201708:12AM Comment 7 by Sanjay (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 14-07-2017 08:12 AM

I have added a required field on Escalation Maintenance called: EscalationComments

When escalating a case, the comment entry should be the value in this field.


19 Jul 201703:09PM Comment 8 by Sanjay (Link Technologies) Assigned To: Development Followup Date: 19-07-2017 03:09 PM Time Taken: 4.00
Development work for this case has been completed.
The change will be available in version: 8.13
Documentation update required(Yes/No. Add change details below): Yes
QA required(Yes/No.Include areas that require testing): Yes

1. The following changes were made(Include Database object names, Program classes and any other relevant information):|

  1. Created process to perform call escalation.

2. Notes:

  1. Escalation is based on the setup defined under "Escalation Rules". Rules are applied in order of sequence.
  2. Once a rule has been applied to a case, an entry is created in the escalation log. These cases are excluded from future computations for this rule.
  3. When a rule has "Stop Escalation" ticked, the case will be excluded from all other escalations.
  4. Comments are added to the case when case is escalated in format

    'This ' + @CallAliasName + ' has been escalated to ' + @EscalateTo + ' using escalation rule "' + @EscalationDescription + ' [Sequence: ' + CONVERT(VARCHAR(50),@Sequence) + ']"'
     + '<br>'
     + 'Escalation Comments: ' + @EscalationComments

  5. To reset the case and include it in future escalations, delete it from the escalation log.


28 Jul 201703:47PM Comment 9 by Sanjay (Link Technologies) Assigned To: Rashna (Edge Business Solutions) Followup Date: 28-07-2017 03:47 PM Time Taken: 3.00
Quality check completed in 815

15 Aug 201712:36PM Comment 10 by Rashna (Edge Business Solutions) Assigned To: Sanjay (Link Technologies) Followup Date: 15-08-2017 12:36 PM Time Taken: 2.00

Documentation completed on the case.

Documentation updated under Helpdesk --  Maintenance -- Escalation Rules 


09 Oct 201908:14AM Comment 11 by Sanjay (Link Technologies) Quality control status: Pass. QC Not required - This case was created before quality check was implemented in version 11 on 30/06/2019
If you have any queries regarding this support incident, please email admin@linktechnologies.com.au and include the Case No: L08672 in the subject line of all emails regarding this issue.

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