HRSD - Escalation Rules

Madison Packer
Tera Contributor

‎03-21-2023 08:19 AM

Hi!

 

Has anyone found a way you can add HR service (or other fields) as criteria for an escalation rule?

 

As of now, the system only supports one escalation rule per Assignment Group. Although, we have different escalation workflows depending on the HR Service.

 

For instance: 

Tier 1 sometimes needs to be escalated to Tier 2 (based on the HR Service)

Tier 1 also sometimes needs to be escalated to Tier 3 (based on the HR Service)

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Community Alums
Not applicable

‎03-21-2023 09:46 AM

Hi @Madison Packer ,

Unfortunately, based on HR service you cannot escalate as of now!!

According to the docs, you can escalate an HR case when you encounter any of the following conditions.

  • Are unable to complete the task due to excessive workload.
  • Do not have the necessary skills.
  • Need help with some part of the HR case.

An escalated HR case is reassigned based on Add or modify escalation rules 

 

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