Delay Before Triggered Escalations (Auto Dispatch/Escalate)

Delay Before Triggered Escalations (Auto Dispatch/Escalate)

There are times you want to delay the auto-escalation feature in Rocketship. For example, if an email ticket comes in and you want to allow your tech to grab it, and, only if the ticket sits idle for several minutes, do you want Rocketship to auto-dispatch/escalate the ticket.

When using Rocketship with Autotask, you can do this using a combination of an Autotask Workflow Rule (WFR) and a Rocketship Triggered Escalation (auto-escalation).

Here are the steps required:

    1. Create an Autotask WFR
      • The WFR should trigger when a Ticket Status remains the same for N minutes
      • The WFR should then set a new Ticket Status that will trigger Rocketship, e.g., Auto Escalate
    2. Configure the Rocketship Escalation Rule to Trigger on the Auto Escalate ticket status

Configure Autotask WFR

Let’s assume that your target ticket has the Ticket Status of New. If the Ticket remains in that status for 5 minutes, you want to auto-escalate it.

    1. Create Autotask WFR: Auto Escalate – New Ticket Idle
    2. Set the Event to be: Current Status For [5 minutes]
    3. Set the Conditions to be: Ticket Status = New
    4. Set the Updates to: Ticket Status -> Auto Escalate

This will cause Autotask to change the status of a New ticket to be Auto Escalate if the ticket remains in the New status for >= 5 minutes. Obviously, you will want to also specify the correct Queue, etc., as needed in Conditions to fine-tune this.

Configure Rocketship Escalation Trigger

  1. View your Escalation Rule
  2. Click on the Edit for Escalation Trigger
  3. Set Enable to: Yes
  4. Set Ticket Status to: Auto Escalate


    • Related Articles

    • How to Handle Triggered Escalations in a Complex Queue

      There are times when you have different types of tickets going into a “new” or “triage” queue. When using triggered escalations in Rocketship, this can present difficulties. For example, let’s say you have these tickets going into your triage queue: ...

    • Using Ticket Routing to Automate Dispatch & Escalations

      With Rocketship for Autotask, it is easy to use ticket routing to automate dispatch & escalations. Ticket routing is how you shuffle tickets around – whether it’s a dispatch, which is assigning a ticket to a resource when there’s been no assignment ...

    • Combining Escalation Routing & Scheduling for One-Click Dispatch

      When you set up escalation routing in Rocketship it will decide which Autotask resource will be assigned whenever a ticket is dispatched or escalated. On the other hand, Rocketship’s scheduler will look at an employee’s workload, calendar, time zone, ...

    • Using the Service Call Monitor to Trigger Rocketship Workflows

      The Service Call Monitor allows you to trigger Rocketship Workflows based on conditions related to a service call. This is especially helpful for scenarios like flagging overdue appointments or taking action on service calls that are running long. ...

    • Automating Dispatch & Escalations with Webhooks

      Rocketship supports fully automated dispatch & escalations using our escalation rule “Automatic Evaluation” policies. An automatic evaluation is where an escalation rule will trigger without user intervention. This is accomplished using webhooks. ...