Auto Functional Escalation

This section is used to configure automatic service desk record state transition at multiple levels, each of which is mentioned below

1. Immediate service desk record state transition takes place as soon as it reaches the state mentioned in the 'From State' drop down list box

2. State transition after a specified time interval in 'Tolerance Interval' text box

3. State transition for service desk records where a date is mentioned

In the 'Settings' panel, click on the '+' sign to expand 'Escalation'. Click on 'Auto Functional Escalation' to display the Auto Functional Escalation listing page.

Specialization Criteria

Select the service, category, sub category, derived fields and custom specialization as required. This rule will be followed for service desk records that matches with the selection made.

For e.g. service desk records belonging to the service 'Desktop Management' or 'Network and Security' will follow the rule.

Auto-State Transition Properties

1. From State: Select a state from which the service desk record needs to be moved.

2. To State: Select a state to which the service desk record needs to be moved to.

3. If the Location/Department is set to 'No', then multiple locations or departments can be selected. If they match with the technician Location/Department, then tickets will be auto assigned to the technician.

Note: This applies if the 'To' state is inherited from Assign state.

Consider Tolerance Interval

This feature is applicable only after the service desk record reaches the specified 'From State'. Notifications are sent to the submitter to bring the service desk record to the specified 'To State'. This notification is sent based on the time interval entered and the notification template selected. If the submitter is unable to bring the service desk record to the 'To State' in the specified time then SapphireIMS will automatically perform the state change on reaching the time interval specified in the ‘Tolerance Interval’ text box. Please refer to the screen below.

Sr. No	Field Name	Description
1	Pre Notification Level 1	Select this option to add the first level of notification. This will send notification to the user prior to the automatic state change. It is not mandatory to select this option
	Time Interval	Enter the time in days, hours and minutes This time interval should be specified such that it is less than the tolerance interval specified as it gives user some more time to perform the state change
	Notification Profile	Select the profile that will be used for this level of notification.
2	Pre Notification Level 2	Select this option to add the second level of notification. It is not mandatory to select this option
	Time Interval	Enter the time in days, hours and minutes This time interval should be specified such that it is less than the tolerance interval specified and more than the time interval specified in 'Pre-Notification Level 1' as it gives user some more time to perform the state change
	Notification Profile	Select the profile that will be used for this level of notification.
3	Tolerance Interval	Enter the time in days, hours and minutes Tolerance interval is calculated from the time record reaches the 'From State'. Despite sending pre-notification 1 and pre-notification 2, if the user is unable to perform state transition, then SapphireIMS automatically performs the state transition
4	Business Hours Profile	Select a business hours profile which will be taken into consideration while calculating the tolerance time interval
5	Holiday Profile	Select a holiday profile which will be taken into consideration while calculating the tolerance time interval
6	Location & Department	Select this option to denote if the state transition has to be based on the ticket submitter’s location/department. For e.g., if a ticket is submitted from Chennai Location and if the check box “Yes” is selected, the rule will assign tickets to the engineer who belongs to Chennai location.
7	Maximum Active assignments	Check this box to define the maximum active assignments for the technician Enter the number of maximum active assignments for the technician Select option “Yes” if the maximum active assignments can be overridden for the technician
8	Availability of technician	This option can be selected based on the sign in status of the technician
9	Consider States for Load	Select the states of the active assignments that are to be considered for the rule

Consider Additional Field

This check box will be visible only if an 'Additional Field' of type 'Date' is added in 'Additional Fields' section. Enable 'Consider Additional Fields' check box if automatic transition of service desk records is to be performed after a certain date.

Select the 'Additional Field', Pre Notification Level 1 and Pre Notification Level 2 to notify the users.

Audit Log

Audit Log helps you to keep track of all changes to the auto functional escalation rule.

1. Click the auto functional escalation rule to view the audit log

2. Click the 'History' button. All changes made to the rule are displayed in the popup window.