This article will teach you how to define escalation levels by work type for service requests.
- From the Property & Facility menu, click Settings.
- From the Settings page, navigate to the Service Requests section and click Escalations.
- From the Escalations page, ensure the applicable property and building is selected in the upper-right corner of the page.
- For each Work Type, or work category, click the drop-down list under each escalation level (Level 1 - Not Started, Level 2 - Still Not Started, Level 3 - Not Closed) and select the desired time threshold (in hours).
- Note: The default settings are: Level 1: 4 hours, Level 2: 8 hours, and Level 3: 24 hours.
- Note: If you do not desire to implement escalation notifications, set the time treshold to Choose for the escalation levels of each Work Type.
- Once the selected thresholds are crossed, a notification will be distributed via email to the applicable building staff users.
- Note: See the Adding Staff User Notifications article for information regarding setting notifications for building staff.
- The escalation levels for service requests have now been defined.