We'd love to hear from you! Provide  feedback  to earn a badge today. Take our quick survey
You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Escalation Mails not received

Received Response
4
Views
7
Comments
edited Apr 24, 2017 6:16AM in System Admin and Configuration 7 comments

Content

Hi,
I wanna escalate an email to Service Manager whenever there is a Private Message or post with highest negative rating (-3) captured in the Social Monitor from the Social Channels integrated with OSvC like Facebook and Twitter . To this I have written Business Rules as follows
Under Functions: Social_Media_Escalation
Rule 1: Follow up : IF Incident.Channel = Twitter/Demo Page , Facebook/Demo Page & Incident.Customer SmartSense = "Very Angry" Incident.Escalation Level = Unspecified, THEN Escalate to Level Urgent(offset 1 hour), relative to Incident.Created
Rule 2: Escalate to Service Manager : IF Incident.Escalation Level = Urgent, THEN Send Escalation Notification to Assignee and respective Manager.

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!