Skip to main content
Sometimes tickets may go unattended for a time longer than we would like or take longer to resolve than initially expected. In these instances, we have Escalations rules available so that additional technicians or managers can get involved and/or stay informed on the ticket. You may have tickets that your MSP Process acknowledges or creates that require escalations to ensure that technicians grab them in a proper time. This is useful for afterhours and on-call, as well as tickets that your MSP Process creates through other contact methods, such as chat, text, or email alerts. How Escalations work: If a ticket has not been acknowledged or resolved in a specified time, MSP Process can send notifications to the person/group defined through whichever way it is assigned to send a notification (email, SMS, etc.).  If the goal of the escalation is to make sure that tickets are picked up by a technician, the technician should be able to stop the escalation by acknowledging the incident in the Tech assist app. Additionally, the ticket in the PSA should have its status changed from new to acknowledged or in progress to stop the escalations.  Configuring Escalation Rules Go to Monitor & Notify>Incidents>Escalation Rules  (Our partners may need to request this feature be turned on for their tenant with the MSP Process support team.) Click “Add New” button in the top right.   Name: Give your rule a name, so it is easy to identify it’s purpose. Statuses: Select the ticket statuses that you want the rule to apply to (open/acknowledged/Resolved). Priorities: Select ticket priorities that you want the escalation rule to apply to. Assignment: Select what ticket Assignment status you want it to apply for. (Doesn’t matter/Somebody assigned/Nobody assigned) Tags: Tags can be assigned to an escalation rule. These are useful to make sure that a specific support team/manager is kept informed on tickets related to their support area. (See the area below about Tags and Triggers for further information. Past Due: Assign past due time in minutes. This is how long the ticket has been open unacknowledged or unresolved. Groups: Select who to contact (Groups/Users fields) and how you would like to contact them (SMS/Voice/Email)

Suggested messages for various notifications

Recommended text for SMS {$subject}. Please login to the MSP Process mobile app ASAP, acknowledge the incident, and start working the ticket. Recommended text for Voice Calls {$subject}. Press 1 to accept this Incident and stop further escalations, or login to the MSP Process mobile app ASAP, acknowledge the incident, and start working the ticket. Under additional escalation you can then select a managers group to notify if a ticket is still not handled in a specified time and how often to repeat the notification. When completed, click the Confirm button at the bottom of the page. Tags & Triggers You can create Tags and Triggers under the applicable menu items under Incidents. These are useful to Partners that may have different geographical service areas that are supported by different teams (ex.: Texas, Florida, New York, etc). or Silos that support specific issue types like WAN/Routing, Servers, or PC support. You can create Tags under the Tags menu selection under Incidents. You can setup Triggers in the Triggers menu to make sure tickets with certain criteria are assigned a specific tag. To create a new Trigger, click the “Add New” button in the top right corner. A new form will open: Fill out the form with the applicable criteria for your Trigger. When completed, click Confirm.