Configure an escalation rule
- UpdatedFeb 1, 2024
- 1 minute read
- Washington DC
- Workplace Service Delivery Suite
Escalate a workplace case to the relevant assignment group by using an escalation rule.
Before you begin
Procedure
Result
Related Content
- Install Workplace Case Management
Install the Workplace Case Management application from ServiceNow Store applications. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
- Create a Workplace case template
Create a Workplace case template for use when creating workplace services.
- Create a Workplace task template
A Task template simplifies the process of creating tasks in Workplace Case Management by populating fields automatically.
- Configure Approval options
Add approvers to approve cases created through Workplace services.
- Configure a Record producer
Make a Workplace service available to employees as a self-service option. Configure a record producer to display the service as a catalog item in the Workplace Services catalog.
- Create an SLA Definition
Configure SLAs to ensure that cases are resolved according to the expectations of customers. SLAs set up performance parameters, such as specifying minimum uptime or the amount of time that a task needs in order to reach a certain condition.
- Create a Workplace service
Create a workplace service with pre-defined steps of fulfillment. Select the fulfillment type required based on the workplace service. Create workplace services like catering, office supply request, parking, or any service to support employees needs.
- Add a workplace service item to a workplace service
Configure a workplace item that an employee can order along with a workplace service request or as part of their reservation. For example, while making a reservation, an employee can order a workplace service item such as catering, an additional chair, whiteboard, marker and more.
- Create a workplace template configuration
Define a template that must be applied to fulfill a workplace case. Set conditions based on common employee responses for requests. The template will be applied to those workplace cases that match the conditions specified.
- Create a workplace field mapping
Create a field mapping record to copy the field information of a parent case to the child workplace service activities or to workplace item-related tasks. Skip the process of re-entering the same details of a parent case to a child case by using field mapping records.
- Add Fulfillment instructions
Provide instructions to workplace agents on how to fulfill a workplace case. Add instructions for new workplace agents and for complicated workplace cases.
- Group similar workplace cases under a parent case
Categorize cases that have similar issues and that require the same resolution under a single parent case. Reduce the time spent on resolving multiple workplace cases.