Manage Escalation

View

You can view the list of configured Escalation values for Service Requests using following options:

• Grid
• Filters
• Search

To view the list of configured Escalation values of Service Requests and view any specific Escalation value, perform the following steps:

1. Click Service Management.
2. Click Settings > Design Studio.
   Figure: Select Design Studio
3. Select Module > Service Request > Configurations > Others (SR) > Escalation. The list of configured Escalation values is displayed. A sample screenshot is shown below:
   Figure: List Page - Grid, Filters, Search
   A specific list of Escalation values can be viewed based on applied filters or search criteria.
4. Click icon to view the details of the configured Escalation values. (Refer the below sample screenshot)
   Figure: View Escalation details
5. The Escalation details page is displayed. Click Cancel to close the details page and return to the Escalation list page.
   Figure: Escalation ID details page
6. Click icon to view the Escalation ID in a new tab or in a new window.
   Figure: Open Escalation ID
7. The Escalation ID details page is displayed. Click Reset to clear all the filed in details. Click Cancel to exit the process and go back to the list page without making any changes. Click Save to save the updated information on the Escalation ID details page.
   Figure: Escalation ID details page
8. Click onicon to view the Change History associated with the particular Escalation. To know more about Change History, refer to Change History.

Grid

Manage how you want to view the list of configured Escalation IDs using two different views.
Figure: Grid and list view

To view the configured Escalation IDs list page in different views, perform the following steps. 

1. On the Escalation list page, click Grid icon on the top right corner just above the list of forms. It displays all configured Escalation IDs for SRs in a grid view. The information for an individual form is displayed in tabular form.
   
2. On the Escalation list page, click List icon on the top right corner just above the list of forms. It displays all configured Escalation IDs for SRs in a list view.

Filters

You have the provision to apply filters on all of the columns or on an individual column. This functionality allows you to control the exclusion or inclusion of specific data as per your requirement. You can focus on the required data with better analyzation. You can apply filters on individual columns as well as per your requirement.

To apply filters on individual columns, perform the following steps:

1. On the list page, click the filter associated with individual column to sort the details in the column as per the requirement. A sample screenshot is shown below:
   Figure: Filters - Individual Column
   
   
2. Specify the filter criteria based on your requirement. A sample screenshot is shown below:
   Figure: Filters - popup
   
   
3. Click the Filter icon to view the following filter options. Select the Match All or Match Any option from the list to filter the data based on the condition selected. The Match All option is selected, by default.
   
   
4. Select the option to compare the data based on the conditions. Available options are as follows:
5. • Starts With
   • Contains
   • Not contains
   • Ends with
   • Equals
   • Not equals
   • Less than
   • Less than or equal to
   • Greater than
   • Greater than or equal to
   • Date is 
   • Date is not
   • Date is before
   • Date is after
   • Active
   • Not Active
     Note

     The following filter options are available for numeric column values:

     • Less than
     • Less than or equal to
     • Greater than
     • Greater than or equal to

     The following filter options are available for date column values:

     • Date is 
     • Date is not
     • Date is before
     • Date is after

     The following filter options are available for toggle switch Active:

     • Active
     • Not Active 
6. You can click Clear to clear the configured filter and click Apply to set the filter condition.

You can change which columns will appear on the Escalation ID list page in which order by clicking icon.
Figure: Show columns

You can drag the column up and down as per the requirement to reorder the display of columns.
Figure: Sort columns

Add or remove the columns to be displayed on the Escalation list page by clicking on the checkbox next to the columns. (Refer the below sample screenshot)
Figure: Add columns - list page

Click Save to save the new view of columns for the Escalation list page. Click Cancel to revert all the changes made and close the pop-up. Click Clear All to remove all the applied column view settings.

Search

The Search function enables you to search the configured Escalation. You can click the search icon and type the specific Escalation or the description for the Escalation which you want to search. The application displays the result in the result section for the typed Escalation. A sample screenshot is shown below:
Figure: Search Escalation

Click X (close icon) to clear the searched criteria entered.

Edit

The edit Escalation enables you to edit configured Escalation details based on the requirement.

To edit Escalation details, perform the following steps:

1. Navigate to Service Management > Select the role as Administrator.
2. Select Module > Service Request > Configurations > Others (SR) > Escalation. The Escalation list page is displayed.
   
3. Click the ID hyperlink of the Escalation to view and edit the configured Escalation for Service Request.
   Figure: Escalation ID Details page
   
4.  Edit the required details of the form and click Save to save the updated details. If you do not want to save the details and configure the Escalation ID, click Cancel.

Export

Export the current page of the list page or all the pages from the list page of Escalation values by clicking icon.
Figure: Export

Once you clickicon, the following options are displayed. Click Export Current Page to export the data displayed in the current page. Click Export All to export data of all the configured Escalation values for SRs.
Figure: Export current or all page