- Transformation of Escalation Methods to Assignment Methods.
- Introduction of SLA Sentinel in the Escalation Engine.
- New feature to enable/disable Tier Skipping.
Transformation of Escalation Methods to Assignment Methods:
- We’ve evolved our Escalation Methods into Assignment Methods, allowing for more nuanced and tailored configurations.
- You can now set these methods at three different levels: Global, Escalation Rule, and Escalation Rule Team.
- The previous method of selecting Assignment Methods via the Autotask Ticket Insight button has been removed. This decision is now made per Escalation Rule for better precision and control.
Introduction of SLA Sentinel in the Escalation Engine:
- SLA Sentinel is our latest feature designed to safeguard your specified Due Date fields, such as Ticket Due Date or Ticket SLA Resolution Due Date.
- This feature is integrated directly into the Escalation Engine and can be enabled on a per-rule basis.
- If SLA Sentinel predicts the escalation will cause a Due Date breach, it will route the ticket for intervention via the Needs Help workflow.
- SLA Sentinel is intelligent and will not abort escalations if the protected due date is already breached.
- By default, SLA Sentinel is turned off, providing you the flexibility to activate it where most needed.
New Feature: Enable/Disable Tier Skipping:
- In scenarios where the next tier is too busy or unavailable, our Escalation Engine now has the capability to skip to subsequent tiers.
- This Tier Skipping feature can be turned on or off based on your preference and operational requirements.
- By default, this feature is disabled, allowing you to opt-in as needed to manage your ticket flow more effectively.
We are thrilled to introduce these enhancements, aiming to provide a more powerful, flexible, and efficient escalation process. Your feedback is invaluable as we continue to improve and evolve our services.