Topic by Nick L
Content
Hello,
I'm attempting to set up an escalation process that essentially works like this:
When an Incident is submitted by a customer, it starts an escalation process for staff using our default response requirements. When staff responds to the Incident, I'd like to start a second escalation process that sends an email to the customer daily basically saying "We haven't heard from you...", then after X amount of days of no response the Incident is automatically closed. If at any point the customer responds though, I'd like the first escalation process for staff to start again, continuing this process until the Incident is Solved.
I'm wanting the escalation process to snake back and forth between waiting on the staff member or waiting on the customer, until the Incident is Solved.
I feel the set of rules I have in place should work, but they don't. I have the Incident stay in 1 state for the duration. I've found that when I add additional states to the process I experience a "State Loop Error". The state has 1 rule that basically reads "If the status does not equal Solved then call the Determine Escalation Level function or Else call the Close Escalated Incident function." The Determine Escalation Level function uses the Banner Flag on the Incident workspace as a trigger to determine which escalation function should be called, either the Staff Escalation Function or the Customer Escalation Function. In each escalation function, the last rule clears the escalation level and sets the Banner Flag to the setting that will trigger the opposite escalation function.
Everything works fine (the Incident will come in, start the Staff escalation process and once responded to, start the Customer escalation process). It stops escalating though when a Customer responds and the Staff escalation process should start again. I'm confused as to why the rules will be re-evaluated when transitioning from Staff to Customer, but not for Customer to Staff.
Has anyone had success setting up a process like this, or similar to this?
Please let me know if you have any thoughts here. It's critical I get this figured out. Thanks!
Nick