To add a role to a feedback escalation rule

The procedure to add a role to a feedback escalation rule is as follows:

1. Navigate to Quick Menu > System > Cases and Tasks > Escalation Rules. The System Case Escalation Rule Configuration window is displayed.
2. Expand the Feedback classification heading and select an escalation rule from the alphabetical list, or type its name into the Search Escalation Group field. By default the list is filtered to show Current escalation rules. An alternative filter can be applied using the Select view drop-down field: Expired, Future or All combinations 1.
3. Click on Groups. The Groups tab is activated.
4. Click on New Role. The Escalation window is displayed.
5. Using the Role drop-down field, select the desired role for the feedback escalation rule e.g. Feedback Customer Champion, Housing Manager, etc.
6. Choose an Effective from date for this assigned role i.e. the date at which it becomes active 2.
7. Choose an Effective to date to automatically deactivate the role allocation on a specific date in the future; a blank field means the assigned role will remain with the feedback escalation rule in perpetuity.
8. Click on Confirm. The assigned role is displayed in the Escalation Group Roles summary table 3.
9. Click on Save.

Note

1 The Search Escalation Group field will match against any element of the escalation rule description.

2 The Effective from date defaults to the current system date and cannot be left blank.

3 To remove the assigned role, change the Effective to date to be in the past.

See related topics...

Feedback escalation rule maintenance overview

To add a user to a feedback escalation rule

To create a new feedback escalation rule