Prevent Cases From Being Predicted to Escalate

Modified on Thu, 30 Mar 2023 at 12:41 PM

Question

How do I ensure that cases do not get predicted to escalate once they are at a particular status, such as "resolved", "solution proposed", or "closed"?


Answer

Configure the case status values coming from your CRM that are mapped to the SupportLogic Field Mapping (sl_status) to indicate that they "Belong[s] to the Closed Case" status in SupportLogic under Control Center > Settings > Fields



How to Prevent Cases from Being Predicted to Escalate Based on their Status

Configure particular cases statuses to NOT be included in Predicted to Escalate.


You will need to configure each of the Case Status Field Values to be included or not to be included as a "Closed Case". This requires Administration level access in SupportLogic. 


  1. Open Control Center > Settings in SupportLogic.
  2. Under GENERAL locate the Fields page.
  3. Under Standard Fields, expand the sl_statusField Key.
    • We recommend running Refresh values to ensure you have the most recent list of potential statuses coming from your CRM.
  4. Next, for those case status values you with to exclude from Escalation Prediction, toggle on Belongs to Closed Case.


For example, the image below shows that cases in the Pending, Solution Sanctioned and Closed statuses will not be included in Escalation Predictions by SupportLogic:

sl_status field values






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