Escalade
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Last updated
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A is available to guide you through setting up the plugin.
The Escalade plugin aims to simplify the ticket escalation process. It adds a graphical history for affected groups. Only groups are affected by the escalation plugin.
This may be due to other installed plugins such as "behaviours". Deactivate this plugin to check that one doesn't interfere with the behaviour of the other.
Yes, this is possible via the plugin settings setup > plugins > escalade >
Yes, if you have chosen to delete the old groups when adding a new one, it is possible to keep a visual history of the different groups that have been assigned to the ticket. This is done from the plugin setup > plugins > escalade >
Yes, if you have chosen to delete the old groups from the addition of a new one, it is possible to reassign a ticket that has been resolved so that it is automatically forwarded to the intial group. (In the case of an N1 and N2 technical service relationship, for example. The N2 handles the ticket and the N1 takes care of getting back to the customer once the ticket has been resolved and retransmitted in its workflow).
Yes, this can be set from the plugin setup > plugins > escalade >
Yes, this can be set from the plugin setup > plugins > escalade > There are several possibilities:
when creating and/or modifying a ticket
Take the technician's 1st group or last group
Yes, this can be set from the plugin setup > plugins > escalade >
Yes, thanks to the group filter. You can also allow escalation from one group to another. The settings must be correct to ensure that the plugin works properly. Please refer to the to ensure that the groups are configured correctly.
