Escalation Rules

#About Escalation Rules

Manage escalation rules. This is a working page: a list or workspace where you find and act on records in BSuit ERP (Service & Support). It is used by staff (internal users). What you can see and do depends on your role and permissions.

#How to open it

In BSuit ERP, open Service & Support and choose “Escalation Rules”, or go directly to the address /service-support/escalation-rules.

#What you can do here

These controls are present in the page’s implementation. Whether you see a given one also depends on your permissions and on the data shown.

1. Add new records — a form opens for the details.
2. Change existing records.
3. Delete records (you are asked to confirm).
4. Bring records in from a file.
5. Export what you see to a file.
6. Print or save as PDF.
7. Attach or upload files.
8. Search within the page.
9. Filter the data shown.
10. Sort by a column.
11. Page through long lists.
12. Open dialogs or drawers for detail and confirmation.

#Fields

When you enter or change an escalation rule, these fields are on the form. Required fields must be completed before you can save.

#Data stored for each record

The full list of 18 stored fields, including ones not shown on the form, is in the EscalationRule data reference.

#What the list shows

The list displays these columns; use search and filters to narrow it.

1. Code
2. Name
3. Trigger Type
4. Trigger Hours
5. Action Type
6. Level
7. Repeat (min)
8. Active

#How to add an escalation rule

Steps follow this page’s form. You need permission to create records here.

1. Open Service & Support › Escalation Rules from the menu.
2. Choose the Add button (a plus icon) above the list.
3. Complete the required fields: Code, Name.
4. Some fields offer a fixed list: Trigger Type: Response Breach, Resolution Breach, Idle; Action Type: Reassign, Notify, Change Priority, Escalate to Group.
5. Save. The new record appears in the list; use search or the filters to find it again.
6. To change it later, open the record from the list and edit it.
7. Deleting asks you to confirm. Records that other records refer to may be refused or may affect them (see “Where … is used as a reference”).

#Observed on a running system

On 2026-09-21 this page was opened in a browser as a test administrator. This is what was visible on screen. Your own view can differ with your role, data and settings.

#If something is missing or fails

1. No data: confirm the company or context selected in the top bar, and any filters or date range in use.
2. An action is hidden or disabled: it usually needs a permission your role does not have. Ask an administrator to check your effective access.
3. An error message appears: note the message, the page address and what you were doing, and contact support with those details (never include passwords).

#About this guide

This guide was generated from the page’s implementation. It has not yet been reviewed by a person against a running system, so treat it as a reference for what the page contains rather than a complete procedure.