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:

• End-user emailed tickets
• Email-based incoming alerts
• Email-based backup failures

Now, assume you have various Autotask Workflow Rules (WFR) that automatically move the incoming alerts and backup alerts to another queue, e.g., Monitoring Alerts.

If you only want to auto-dispatch end-user tickets, this can present a problem if you use the New status to trigger the escalation because now all three types of tickets will auto-dispatch when they come in as New.

Solution

There are a few ways to solve this.

First Solution: Instead of all incoming emails going to a single helpdesk@ email, have one for end-users (helpdesk@) and one for automated alerts (helpdesk-alerts@). Then configure your Autotask Email Processor to route alerts directly to Monitoring Alerts, bypassing your triage queue entirely.

Second Solution: You can create Autotask WFRs to move alerts to Monitoring Alerts, but you need to take an extra step to ensure Rocketship doesn’t auto-trigger a dispatch. You can do that by following this process:

1. Create a new Autotask Ticket Status: Auto-Escalate
2. Create a new Autotask WFR: Update New Ticket to Auto-Escalate
   • Set this WFR to run when Ticket is Idle >= 1 minute on tickets in your triage queue that are in status New.
   • Update Ticket Status: Auto-Escalate
   • Call Ticket Callout: Rocketship
3. Update your Escalation Rule in Rocketship to trigger based on the status Auto-Escalate instead of New.

For this second solution, we assume that your “alert WFRs” will move the alerts out of the triage queue, leaving only the end-user emailed tickets.