Escalation of High-Value Pending Tickets

This guide explains how to configure a workflow to automatically escalate high-value tickets that remain unresolved for a certain period.

Use Case

For instance, you may want to escalate tickets with potential savings greater than $50 that have not been resolved within 7 days. This setup automatically notifies higher-level stakeholders, such as engineering leads or cost optimization managers, to ensure timely attention to impactful tickets and help avoid missed savings opportunities.

Video Guide

For a more detailed walkthrough, refer to the video available here.

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Setting up Workflow

1. Access Workflow Section in OneLens

1. Navigate to the workflow section of OneLens.

2. Click the Create button in the top-left corner to start a new workflow.

2. Create a New Workflow

1. A dialog box will appear, asking for a workflow name. Enter a descriptive name (e.g., “Pending High-Value Ticket Escalation – 7 Days").

2. You can also add a description, which is optional.

3. Once you’ve filled in the details, click Create to proceed.

3. Choose the Trigger for the Workflow

1. In the workflow setup, select the Tickets option as your trigger.

2. You will then be prompted to choose between two options:

   1. Ticket is Created

   2. Ticket is Updated

3. For this scenario, choose Ticket is Created, as you want to trigger the workflow when a new ticket is generated.

Trigger Start

• You’ll have two options for how these conditions should be applied:

1. Trigger when all conditions match – the workflow will only trigger if all conditions are met.

2. Trigger when any condition matches – the workflow will trigger if one of the conditions is met.

• You can configure multiple conditions by clicking on the Add Rule button.

Conditions Configuration

Each condition involves filling out three fields:

1. Criteria: Choose the specific property of the ticket you want to filter by. You can use the following attributes:

   1. Ticket: Status, Category

   2. Recommendation: Potential Savings, Effort

   3. Resource: Name, Account, Region, Service, Tags

   4. Cost Center (Org Hierarchy): Cost Center, Category

   5. Policy: Name, Category

2. Limit: Set a comparison operator or criteria type for the selected attribute. The available options vary based on the chosen criteria.

3. Borderline: Set the specific value or list of values to compare against.

Example: Recommendation > Potential Savings

• Criteria: Potential Savings

• Limit: Greater Than

• Borderline: 500 (this would filter for tickets where potential savings are greater than $500).

You can set multiple conditions, each with unique criteria, limits, and boundaries, depending on the ticket types you wish to target.

Once all conditions are defined, click Save Changes to finalize the trigger.

4. Set Up Email Notifications

• After defining the trigger and conditions, click Add Step.

• Under Messaging, choose Send Email to Users.

Configure Email

Add the following details:

• Recipients: Enter the email addresses of the users who should receive the email notifications.

• Cc/Bcc: Optionally, add additional recipients in the Cc or Bcc fields.

• Subject: Specify the subject line for the email notification.

• Message: Enter the email's body content, including relevant details for the recipients.

Preview the Email

To ensure the email looks as expected, you can preview it before sending it.

Click on Show Preview with Mock Data to view the email preview. This will display how the email will appear with sample data, allowing you to verify its format and content.

Once you're satisfied with the preview, click on Save Changes.

5. Add Delay Step

Click Add Step, then select Wait for a Specific Time under Delay.

Enter the desired duration and choose the appropriate time unit. You can set the delay in:

• Hours

• Days

• Months

• Years

For this case, go with 7 days.

Click Save Changes.

6. Add Conditional Step for Escalation Check

Click Add Step and choose If/Else Condition under Conditional.

Configure the If condition:

• Criteria: Ticket Status

• Limit: Is In

• Borderline: To Do

Click Save Changes.

7. Setting Up Escalation mail

1. Under the If path, click Add Step, then select Send Email to Users.

1. Enter escalation recipients (e.g., higher authorities).

2. Optionally, include the original recipients in Cc.

3. Set the Subject and compose a message indicating the pending ticket status.

4. Click Save Changes.

8. Publish the Workflow

Review the workflow representation to ensure everything is set up correctly.

Click Publish to make the workflow active.

Result

Here is how your email would look: