Predefined EscalationsPredefined EscalationsThe product ships with numerous predefined escalations. You must activate the predefined escalations before they will work. These predefined escalations fall into two categories:
escalations for the database, which you can modify to suit your business needs. You must not delete the predefined escalations; they are required for the escalations functionality to work.
escalations for the MAXDEMO database, which you can modify or delete as needed. You can use the MAXDEMO escalations in your test environment to gain practical experience with adding and managing escalations.
The following table describes the predefined escalations.
|
Escalation Name |
Application |
Description |
|
INVDUE |
Invoice |
Changes the invoice status to the target invoice status when due date is reached on invoices that were generated from a payment schedule. |
|
MSTRCTREFF |
Master Contracts |
Changes the status of a contract to approved when the contract start date has been reached. |
The system ships with many predefined MAXDEMO escalations. A few examples
include:
|
Escalation Name |
Application |
Description |
|
Warranty Expiring |
Master Contracts |
Notifies the current owner of the warranty 90, 60, and 30 days prior to when an asset's warranty expires. |
|
Contract Renewal |
Master Contracts |
Notifies the buyer of the contract when contract renewal date is 90, 60, and 30 days away. |
|
SLA Review Date |
Service Level Agreements |
Notifies the SLA administrator 30, 60, and 90 days prior to the SLA review date for all active SLAs. |
|
Autoclose Resolved Tickets |
Service Requests |
Automatically closes all non-historical Tickets (all classes) that have been in a status of RESOLVED for more than 10 days. |
Activate or Deactivate an Escalation