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Escalation: Escalation Type Name (ResumeSuspend) (EscalationResumeSuspend_[EscalationTypeID])
This event will be executed if the escalation has been resumed from a suspend state.
Escalation: Escalation Type Name (ResumeStop) (EscalationResumeStop_[EscalationTypeID])
This event will be executed if the escalation has been resumed from a stop state.
Escalation: Escalation Type Name (Stop) (EscalationStop_[EscalationTypeID])
This event will be executed if the escalation has been stopped.
Example Usage
This chapter describes how to add a first response time escalation.
Creating the Escalation Type
Go to the administration interface and choose *Escalation Type*. Click on the *Create New Escalation Type* button.
Fill in the needed fields. After submitting the form, you will be redirected to the edit screen for the new escalation type. You will see the *Start* tab for the new escalation type. Choose from the available conditions which one you want to be needed in order to start the escalation. Switch to another tab to set up more conditions.
In this example, we would enable the *The ticket has been created by a customer* setting and the *An agent message is not present*. Use the drop-down menu in order to choose whether or not an agent message has to be present.
Switch to the *Stop* tab in order to set up the escalation stop conditions. In this case, the escalation should be stopped if an agent sends a message, so we enable the *An agent sent a message* setting.
Creating the Escalation Type Bundle
Go to the administration interface and choose *Escalation Type Bundle*. Click on the *Create new escalation type bundle* button.
Fill in the needed fields. See the description on the previous pages in order to fill in *Execution order* correctly. After submitting the form, you will be redirected to the edit screen for the new bundle. You will now be able to add your previously created escalation type by choosing it from the *Add escalation type* drop-down menu. After you have added the escalation type, you can set up its parameters. Set up a time span (like *1*) and a time unit (like *Hour(s)*). Save the screen.
Assigning the New Bundle to an SLA
In order to get the new escalation type to work, you need to assign it to an existing SLA. Go to the SLA management screen for an existing SLA and select your bundle from the list of available bundles. Save the screen.
Conclusion
The new escalation type in connection with the bundle and SLA assignment will cause new tickets which are being created by customers to escalate after one hour if no agent has responded.
Ticket Settings
After installation of the package two new modules will be available in the *Ticket Settings* group of the administrator interface and a new field is added to the *Service Level Agreements* module.
The configuration of the standard escalations in OTRS are not related to advanced escalations. You should decide if you want to use the standard escalation types of OTRS or individual escalation types of advanced escalations. If you configure both then you will have parallel escalations.
Escalation Type Bundles
The :doc:`escalation-types` can be grouped to so-called bundles. Bundles have to be connected to SLAs, and it is possible to filter them by customers, priorities and services in order to define special escalations on a per-customer basis and depending on certain calendar settings.
After installation of the package a module *Escalation Type Bundles* will be available in the *Ticket Settings* group of the administrator interface.
Escalation Type Bundle Management Screen
The advanced escalations package works with the relationships chain *Escalation type → Escalation type bundle → SLA*.
One or more escalation type should be created and assigned to an escalation type bundle, and one or more escalation bundles should be related to one or more SLAs. The relationship between *Customer → Service → SLA* is the normal one on the system.
Manage Escalation Type Bundles
To create a new escalation type bundle:

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  1. OTRS 7
  2. Feature Add-ons Manual
  3. English
Fill in the needed fields. See the description on the previous pages in order to fill in *Execution order* correctly. After submitting the form, you will be redirected to the edit screen for the new bundle. You will now be able to add your previously created escalation type by choosing it from the *Add escalation type* drop-down menu. After you have added the escalation type, you can set up its parameters. Set up a time span (like *1*) and a time unit (like *Hour(s)*). Save the screen.
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Source string location
../../content/advanced-escalations/admin/example-usage.rst:24
String age
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Source string age
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locale/content.pot, string 342