How to enable Automatic Evaluation in an Escalation Rule

How to enable Automatic Evaluation in an Escalation Rule

Automatic Evaluations enable Escalation Rules to trigger automatically instead of waiting for a manual execution by a user. By default, an Escalation Rule will NOT perform Automatic Evaluation, so this is enabled on a per-Escalation Rule basis.

This KB assumes you have already enabled the required webhook that notifies Rocketship of new/updated tickets. If not, refer to the KB Create Autotask Ticket Callout Webhook.

  1. Open your Escalation Rule in Rocketship Admin.
  2. Go to Automatic Evaluation Policy (refer to screenshot).
  3. Set Enable Automatic Evaluation to: YES
  4. Set When Status Changes To…: <trigger status>
  5. Click Save

Understanding the Status Changes To Field

This is an important field to understand how Automatic Evaluation works. To ensure Escalation Rules don’t fire every time a ticket is created/updated (which would lead to unintended escalations), the Automatic Evaluation requires that a ticket be sent to a specific Ticket Status.

For example, let’s say that you want the Default rule to trigger after a ticket is triaged. You have the ticket status set to ‘New’

  1. Autotask will notify Rocketship of the update via the webhook mentioned above.
  2. Rocketship will review any Escalation Rules with Automatic Evaluation enabled.
  3. Of those, it will refine the list to ONLY those where When Status Changes To.. is equal to “New”.
  4. Of those, it runs an Escalation Rule competition to find the winning rule, and then it runs that.
  5. If an Escalation Rule is not found for any reason, Rocketship does nothing.
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