Create a trigger rule to specify both the conditions under which an escalation process should begin and the actions (workflow or script) to perform for the escalation.

Before you begin

Role required: rota_admin, admin, or rota_manager

About this task

  • Users with rota_manager role can create escalation trigger rules (with the Trigger action field set to Workflow) only for the groups that are managed by the rota_manager.
  • Users with rota_admin role can create escalation trigger rules (with the Trigger action field set to Workflow) for all the groups.
  • Users with admin role can create escalation trigger rules to execute both Workflow and Script for all the groups.

Procedure

  1. Navigate to All > On-Call Administration > Administration > Trigger Rules.
  2. Click New.
  3. On the form, fill in the fields.
    Table 1. Trigger Rule form
    Field Description
    Name Unique and meaningful name for the trigger rule.
    Table
    Task table that applies to the trigger rule.
    Note:
    • Only tables and database views that are in the same scope as the trigger rule appear in the list.
    • Tables that do not extend tasks do appear in the list only if those tables are configured for trigger rules in the Trigger Rule Table Configuration [trigger_rule_table_cfg] table.
    .
    Execution order Run order of the trigger rule.
    Active Option to activate the trigger rule.
    When to activate
    Trigger when group assigned changes Option to process the trigger rule only when the Group field value in the table is changed.
    • False: Trigger rules fire only if theassigned_to and assignment_group fields are not populated on a record.
    • True: Trigger rules fire only if group field populated or changes and assigned_to is not populated on a record.
    Trigger when Type of trigger for the table that is the default behavior or conditional.

    This field is available only when the Trigger when group assigned changes check box is enabled.

    • Condition matches: Triggers escalation when conditions match.
    • Default: Triggers escalation based on only the Trigger action field value.
    Match conditions Conditions type to match before triggering escalation.
    • All: Each condition must be met.
    • Any: Any one of the conditions can be met.
    Conditions Conditions that must be met for the trigger rule to fire (run the workflow or script that is the action for the rule).
    What action to take
    Group Group that becomes the Task assignment group when the trigger rule fires.

    This field is available only when the Trigger when group assigned changes check box is cleared.
    Trigger action Workflow or Script (server-side JavaScript) to execute when the Match conditions and Conditions are met.
    Trigger workflow Workflow to execute. Available only if Trigger action is set to Workflow.
    Trigger script Script (server-side JavaScript) to execute. Available only if the Trigger action field is set to Script.
    Note: This action is available only for users with the rota_admin and admin roles.
  4. Click Submit.