Dynamically Update Who is Available in an Escalation Path
There are times you want to have very dynamic Escalation Rules where the people assigned change frequently. For example, you may have a triage tier and the person assigned to triage changes daily.
There are three ways to do this:
- Set Resource to Unavailable. This will result in the Resource not being able to accept ANY tickets that are dispatched/escalated.
- Set Team to Inactive. This will result in the entire Team being bypassed in all Escalation Rules.
- Set Team at Escalation Rule level to Inactive. This is the preferred approach as it is specific to that Escalation Rule only.
The best way to do that is to create a unique Team for each individual that will work triage, to assign each of those Teams to a Escalation Rule, and then to disable/enable the Team at the Escalation Rule level, not at the Team level. By doing it this way, you do not need to create multiple Teams for every possible scenario. Instead, you create your core Teams, and then manage when they are active at the Ticket Routing level. This will greatly reduce the number of Teams you need to manage in Rocketship.
Let’s walk through how to do this.
First, create the needed Teams and update the impacted Escalation Rule:
- Log into Rocketship Admin
- For each impacted Resource, create a Team with only that Resource (e.g., mbrown Resource team, kthomas Resource team).
- Assign those Teams to your triage Escalation Rule in the desired escalation order (e.g., you set the 1st team to be “mbrown Resource team”, the 2nd to be “kthomas Resource team”, and so on).
Second, let’s see how you can quickly define who is working triage.
This could be handled in Rocketship Admin, but it makes more sense to manage this via the Rocketship DispatchBoard since your helpdesk manager or dispatcher will manage this as they work. In the DispatchBoard, click on DispatchBoard->Teams. You will see a screen showing the Escalation Rules and the association of each Team to that rule.
Now, simply set “kthomas Resource” team to Unavailable, while leaving the “mbrown Resource” team available.
Tomorrow, you would set “mbrown Resource” as Unavailable and set “kthomas Resource” as available. This would flip who is handling triage.
As mentioned earlier, the power of this approach is that you only need to define a few Teams while still being able to create complex Escalation Rules and dynamically choosing who is “working” vs not in that Escalation Rule.