Alternative status bar method (proprietary)

The status bar in the CRM covers almost all objects, is relatively easy to use or adapt, and is based on improved mechanisms for analyzing and displaying escalated states.

Alternatively, you can continue to use the escalation management from former JustRelate CRM versions. Next to the possibility to transfer the available escalation management to the new CRM status bar after an upgrade, you can continue to use the available escalation display and provide further objects with it in the same way.

If you are using the alternative method, please be aware of further information referring to these facts:

• A special tab for displaying the escalation level needs to be defined in the forms containing objects that can have escalation levels.
• For every sales case, the analysis of the levels needs to be implemented through classes and methods.
• The system needs to be informed about the implementation by means of environment variables.
• An available scanner must be activated, or a new scanner thread must be created.

If an escalation has been fully defined, the system automatically copies the standard level definition from the process to new cases. If a customer is assigned to a case, the level definition of the customer is copied to the case instead of the level definition of its process.

The escalation level is determined by means of the cron job named Escalation-level-check-and-set (Job-ID: ESC_LEV_TST). It must have been specified and activated (Status=RUN) under Administration / Data exchange / Jobs. The job iterates all open cases to which an escalation level is assigned. For every found case, it executes a defined method that returns the current escalation level of the case. Which method this is can be defined in the environment variables whose respective name consists of the process identifier and the addition _ESC_LEV_EVL_CLS. As the value, a class that implements the "PsaEscLevEvl" interface must be specified. For service questions, this has already been done as an example. The name of the environment vari­able is PSA_SVC_CAL_ESC_LEV_EVL_CLS, and its value is de.pisa.psa.scn.PsaEscLevEvlSvc. This allows you to define an individual logic for each process.