Escalations managemt and complaints management in hrsd on portal

[poornima batchu]

Hi 

we are looking forward to implement this escalation management for 3 levels. 

The existing one option available on the portal my requests page. We are trying to build for 2 levels.

if anyone can provide the best practice solutions or ideas to implement esacalation matix would be helpful

Eg

on what criteria we can keep the escalation levels available and this option should not be misused

[Mark Manders]

What are your requirements? What are you escalating? 

A bit more information would help in providing a solution.

[poornima batchu]

Hi Mark, 

Thanks for your quick response.

Requirement is to build 3 Levels of escalation, existing configuration is running based on HR Case SLAs.

So, Level 1 Is already in place ( when the HR case SLA is breached case opened for have ability to select the escalate option from portal) where escalate notification goes to the specific 

Coming to Level 2, the expectations are complex. We are thinking to not to provide the L2 escalation option to end user rather we would like to keep it automated.

(My thoughts are - Based L1 escalation time if the ticket is not resolved in 4 hours, then automatically L2 escalation should trigger but before that I would like send an approval to specific team if they approve then the case should be escalated to level 2 )

Coming to Level 3- Based on L2 escalation time if ticket is not resolved in X hours then it should notify the some XYZ users.

I am open to any better ideas or any best practice solutions to implement this.

Hope I have made the requirement clear.

Thanks in advance!