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 Rocketship Escalation Rule to Trigger on the Auto Escalate ticket status

Configure Autotask WFR

Let’s assume that you 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

In the relevant Escalation Rule(s), you need to enable Triggered Escalations and set the monitored status to be Auto Escalate. This will cause Rocketship to auto-escalate a ticket once it flips to the status Auto Escalate.

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