Expedite a ServiceRequest

[magoo]

Is there a way to have a group have the ability to escalate a Service Request?  

Here is what the business is asking of me;

Would like our Level 1 & Level 2 teams to have the ability to receive a call from someone about a request that has already been submitted, approved and a TASK has been assigned out to a group.

Would like to have them be able to make the call on whether or not this request should be expedited in a shorter amount of time than normally (Instead of a 5 day turn around a 12hr turn around).

This would then notify the group that there is an urgent request that needs to be processed within the next 12hrs as well as adding a note into the work notes that this has been escalated and start a SLA of 12 hours on the TASK. Then once their TASK is closed any future TASKs in the workflow it would do the same thing.

Does anyone know if there is a way to accomplish this and if so how?

Thanks!

Steve

[nullreturned]

Steve,

        I'm not sure of any OOB method for this (I'm not too familiar with requests and SLA) but programmatically it doesn't sound too hard.   My general thinking would be this:

1.) Once a request has been approved and at least one task created, a UI Action becomes available.

2.) The UI Action sets an "escalated" flag on the request, and also goes to each "active" child task and sets them as escalated. (Good ol' GlideRecords)

3.) Business Rule on Task table before insert/update, and checks if their parent request record has the "escalated" flag set.   If so, they are also escalated.

4.) Set the SLAs to watch for the "escalated" flag, so the appropriate ones can start and stop.

5.) Create notifications around the "escalated" flag being changed to true, or a task is created with the same.

        There's a few pieces to the puzzle, and it could probably be refined to be as minimal as possible (such as combining scripts, and notifications events, etc) but that's probably what I would try doing... not knowing of any OOB other method.

-Damian

[Lil Pete]

Magoo,

Did this work for you or were you able to come up with another way of doing this.  We currently use an approval task to escalate an issue, however, this actually slows things down.