What is Auto Escalation?

The Auto Escalation feature automatically triggers escalation e-mails to the configured users if there is no response to the ticket within a specified time. In general, you can configure Auto Escalation for Incident, Service Request, CMDB, Knowledge, Problem, and Change Management modules.

NOTE

In the Global Tenancy release phase (Build 1), you can configure Auto Escalation only for the Incident Management Module.

To configure an Auto Escalation, see Configuring Auto Escalations.
To know more on Global Tenancy, see Global Tenancy Overview.

The following functions can be performed on the Auto Escalation configuration page:

Configure and view the Auto Escalation in Global/Local Tenant
Edit Auto Escalation configuration in Local Tenant
Delink Auto Escalation configuration

Configure Auto Escalation in Global Tenant

To create an Auto Escalation configuration in Global Tenant, perform the following steps:

Navigate to Admin > Advanced > Productivity > Escalations > Auto Escalation.
Select Global Tenant from the Tenant option in the left pane.
Select FILTERS from the right pane.
The FILTERS pop-up is displayed.
Select Incident Management module from the Modules drop-down.
Click SUBMIT.
The List- Incident Management page is displayed.
Click ADD NEW from the right ACTIONS panel to configure a new Auto Escalation.
The DETAILS page is displayed.

Figure: Auto Escalation- DETAILS page
Select the desired options for all the fields. For more information on fields on the Details page, refer to Field Description.

Note

Location and Customer fields are disabled and set to "All" on the Auto Escalation Details page to prevent these values from being passed on to the local tenant set up for a different domain.
Click SUBMIT.
The new Auto Escalation configuration is saved.

View Auto Escalation in Local Tenant

To view the Global Auto Escalation configuration in Local Tenant, perform the following steps:

Navigate to Admin > Advanced > Productivity > Escalations > Auto Escalation.
Select any desired Local Tenant from the Tenant option in the left pane.
Select FILTERS from the right pane.
The FILTERS pop-up is displayed.
Select Incident Management module from the Modules drop-down.
Click SUBMIT.
The List- Incident Management page is displayed.
Navigate and check for the Global Auto Escalation configuration on the LIST page.

Figure: Auto Escalation List page- Global value in Local Tenant

The Global Configuration is indicted with a grey-colored Globe Icon

Edit Auto Escalation configuration in Local Tenant

To edit the configured Global Auto Escalation value in Local Tenant, perform the following steps:

Navigate to Admin > Advanced > Productivity > Escalations > Auto Escalation. 
Select any desired Local Tenant from the Tenant option in the left pane.
Select FILTERS from the right pane.
The FILTERS pop-up is displayed.
Select Incident Management module from the Modules drop-down.
Click SUBMIT.
The List- Incident Management page is displayed.
Click the configured Global Auto Escalation value hyperlink.
The Auto Escalation Details page is displayed.
Perform the changes for editable fields. For more information on fields on the Details page, refer to Field Description.
Click SUBMIT. The configuration with new values is saved.
NOTE
1. All the fields will be in a disabled state for any Global configuration present in the Local Tenant, except the ACTIVE checkbox and Default options.
2. If the configuration created in Global Tenant has any Domain-specific fields, then the user will not be able to fill in values for the same.
  To summarize, Domain-specific fields can be edited at the Local Tenant level configuration by the Admin.
3. Options like Workgroup Name, Location, Customer, and Priority are part of a unique combination in Auto Escalation.
  When any of these fields are modified, the application creates a new matrix.
4. The matrices created at the Global Tenant level is applicable across all the Tenants.
  Only Escalation Level values can be modified.
5. Although the Primary values cannot be updated, they can be modified by delinking the same.
The Global Configuration which is edited locally is indicated with a blue colored Globe icon

Delink Auto Escalation configuration

To delink an Auto Escalation configuration, perform the following steps:

Navigate to Admin > Advanced > Productivity > Escalations > Auto Escalation. 
Select any desired Local Tenant from the Tenant option in the left pane.
Select FILTERS from the right pane.
The FILTERS pop-up is displayed.
Select Incident Management module from the Modules drop-down.
Click SUBMIT.
The List- Incident Management page is displayed.
Click the desired Auto Escalation Workgroup value hyperlink.
The Auto Escalation Details page is displayed.
Click Delink option from the right ACTIONS panel.
Click SUBMIT.
NOTE

When a Global configuration is delinked, upon clicking SUBMIT, it will be changed to a Local configuration. 

Figure: Auto Escalation- Delink option

The delinked Global Configuration is indicated with a delink icon

Field Description

The following table describes the fields on the AUTO ESCALATIONS page for Incident Management module.

Field	Description
DETAILS
Modules	Select the module as Incident from the drop-down list.
Workgroup Name	Select the Workgroup name from the drop-down list for which you want to configure Auto Escalation.
Location	Select the Location from the drop-down list for which you want to configure Auto Escalation.
Customer	Select the Customer from the drop-down list. The Auto Escalation feature is enabled for the selected customer only.
Priority	Select the Priority from the list. The Auto Escalation configuration is applicable for the Incidents under the selected Priority.
Escalation Mode	Select and Escalation mode from the drop-down list (By Time or By SLA%) Select By Time to send the Escalation e-mail if there is no response to the Incident within the specified time. Select By SLA% to send Escalation e-mail if there is no response to the Incident with in the specified percentage of time defined in SLA.
Escalation Levels for Resolution Time SLA	Select the number of escalation levels for the Resolution Time SLA. Depending on the number of levels, ESCALATION LEVELS FOR RESOLUTION TIME SLA configuration tables are added to configure Auto Escalation for the Incidents, which are not Resolved within the specified time. Select more than one level to send Escalation e-mail to the configured users after every specified duration.
Escalation Levels for Response Time SLA	Select the number of escalation levels for the Response Time SLA. Depending on the number of levels, ESCALATION LEVELS FOR RESPONSE TIME SLA configuration tables are added to configure Auto Escalation for the Incidents, which are not responded within the specified time. Select more than one level to send Escalation e-mail to the configured users after every specified duration.
Escalation Levels for Pending Status	Select the number of escalation levels for the Pending status. Depending on the number of levels, ESCALATION LEVELS FOR PENDING STATUS configuration tables are added to configure Auto Escalation for the Pending Incidents, which are not responded within the specified time. Select more than one level to send Escalation e-mail to the configured users after every specified duration.
Escalation Levels for Number of Reassignments	Select the number of escalation levels for the Number of Reassignments of the Incident. Depending on the number of levels, ESCALATION LEVELS FOR NUMBER OF REASSIGNMENTS configuration tables are added to configure Auto Escalation for the Incidents, which are reassigned for the specified number of times. Select more than one level to send Escalation e-mail to the configured users after every specified number of Reassignments.
Active	If selected, the Auto Escalation configuration becomes active and the Escalation e-mail is sent to configured users if the Incident is not responded or resolved within the specified time.

Icons

The following table describes the icons on the AUTO ESCALATION page:

Icon	Description
	Global Configuration   Indicated in grey color globe icon.
	Global Configuration- Modified Locally   Indicated in blue color globe icon.
	Global Configuration- Delinked Indicated in grey color globe icon with delink symbol.