Issues and support calls may be automatically escalated using Dev Hound's escalation rules. To access the rules of escalation click the Admin tab and choose either "Issue Escalation" or "Support Escalation". Click the "New" button to add a new escalation rule.
Escalation processing is done by Dev Hound every minute. It is only done if Dev Hound is being hit with traffic. This means that if noone is using Dev Hound then checking for escalations will not be done. Software like the Dev Hound Call Center will periodically hit Dev Hound so if you are using this application then escalation processing will be done often.
Note also that you must setup your email server for email notifications otherwise they will not be delivered. You should also check that the correct email address is entered for users who are notified by escalations.
Escalation Rules
- Name - This is the name of the rule. This may be any phrase for example "Escalate to manager after 3 hours in queue". This description will appear as a comment when items are escalated
- Priority - This is the priority criteria that must be met for escalation. For example if priority "low" is selected then only issues/calls that have the priority of "low" will be escalated by this rule.
- Status - This is the status criteria that must be met for escalation. For example if status "open" is selected then only issues/calls that have the status of "open" will be escalated by this rule.
- Age - This is age criteria that must be met for escalation. This is the number of hours after the issue/call was entered before the rule is applied. Eg 8 hours.
- Escalate to - This is the user that will be emailed when an automatic escalation is performed. For each rule you may apply up to 3 users who will be emailed about the escalation
- Increase Priority - If this option is checked then when the issue/call is escalated the priority of it will be increased to the next level. Eg from Low to Medium. Doing this will allow you to move issues/calls through multiple escalation levels : eg a issue is moved from priority low to medium after 4 hours then medium to high after 4 days.
How does escalation work?
Escalation processing is done by Dev Hound every minute. It is only done if Dev Hound is being hit with traffic. This means that if noone is using Dev Hound then checking for escalations will not be done. Software like the Dev Hound Call Center will periodically hit Dev Hound so if you are using this application then escalation processing will be done often.
Note also that you must setup your email server for email notifications otherwise they will not be delivered. You should also check that the correct email address is entered for users who are notified by escalations.