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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. You can configure Auto Escalation for Incident, Service Request, CMDB, Knowledge, Problem, and Change Management modules.

To configure Auto Escalation:

  1. Select Admin > Advanced > Productivity > Escalations > Auto Escalations.
  2. On the AUTO ESCALATIONS page, click ADD NEW icon on the ACTIONS panel.
  3. Select the Tenant and specify all the required details on the AUTO ESCALATIONS page. For more information about the fields on the AUTO ESCALATIONS page for a selected module, see Configuration section below.
  4. Click SUBMIT. A new Auto Escalation is configured for the selected module under the selected Tenant.

Anchor
Configuration
Configuration
Configuration

Expand
titleConfiguring Auto Escalation for Incident Management


Figure: AUTO ESCALATIONS page: Incident 

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.

Based on the option selected, the fields are displayed under the RESOLUTION LEVELS table.
See, Configuring Auto Escalation for Incident By Time.
See, Configuring Auto Escalation for Incident By 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.

E-mail “To” and “Cc” Field

The E-mail field is segregated into “To” and “Cc” fields. The recipients can be differentiated as “To” or “CC” in the escalation emails that are triggered by the system while configuring the Auto Escalation email recipients. You can choose to add some recipients in “To” and some in “CC” of an escalation email.

Figure: “To” and “Cc” fields in E-mail

Expand
titleConfiguring Auto Escalation for Service Request


Figure: AUTO ESCALATIONS page: Service Request 

Field Description

The following table describes the fields on the AUTO ESCALATIONS page for Service Request.

Field

Description

DETAILS

Modules

Select the module as Service Request from the list.

Workgroup Name

Select the Workgroup name from the 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 is configured for the Incidents of 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 the ticket is not responded or Resolved within the specified time.
  • Select By SLA% to send Escalation e-mail if the ticket is not responded or Resolved within the specified percentage of time defined in SLA.

 Based on the option selected, the fields are displayed under the RESOLUTION LEVELS table.

See, Configuring Auto Escalation for SR by Time.
See, Configuring Auto Escalation for SR by 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 SRs, 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 SRs, 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 Auto Escalation for the Pending SRs, 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 SR. Depending on the number of levels, ESCALATION LEVELS FOR PENDING STATUS configuration tables are added to configure Auto Escalation for the SRs, 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.

Escalation Levels for Approval

Select the number of escalation levels for approval from the drop-down list. Depending on the number of levels, ESCALATION LEVELS FOR APPROVAL configuration tables are added to configure Auto Escalation for the SRs, which are not approved within the specified time.
Select more than one level to send Escalation e-mail to the configured users after every specified duration.

Active

If selected, the Auto Escalation configuration becomes active and Escalation mail is sent to the configured users if the SR is not responded or resolved within the specified time.

E-mail “To” and “Cc” Field

The E-mail field is segregated into “To” and “Cc” fields. The recipients can be differentiated as “To” or “CC” in the escalation emails that are triggered by the system while configuring the Auto Escalation email recipients. You can choose to add some recipients in “To” and some in “CC” of an escalation email.

Figure: “To” and “Cc” fields in E-mail

Expand
titleConfiguring Auto Escalation for CMDB


Figure: AUTO ESCALATIONS page: CMDB

Field Description

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

Field

Description

DETAILS

Modules

Select the module as CMDB from the list.

Workgroup Name

Select the Workgroup name from the list.

Escalation Levels

Select the number of escalation levels. Based on the number selected, the fields are displayed under the ESCALATION LEVELS table. You add can multiple level of escalation.

Active

If selected, the Auto Escalation configuration for CMDB module becomes active and Escalation mail is sent to the configured users if there is no response to the Configuration Items within the specified time.

ESCALATION LEVELS

Level

Displays the escalation levels for the CMDB module.

Days

Select the number of days after which the auto escalation happens if there is no response to the Configuration Items within the specified days.

Hours

Select the number of hours after which the auto escalation happens if there is no response to the Configuration Items within the specified hours.

Minute(s)

Select the number of minutes after which the auto escalation happens if there is no response to the Configuration Items within the specified minute(s).

Description

Type in the brief description for the Escalation.

Mail To

Type in the recipients' e-mail ids to send escalation e-mail. You can separate multiple e-mail ids with semicolons (;).

Mail CC

Type in the recipients' e-mail ids in CC to send copy escalation e-mail. You can separate multiple e-mail ids with semicolons (;).

Expand
titleConfiguring Auto Escalation for Knowledge Management


Figure: AUTO ESCALATIONS page: Knowledge Management 

Field Description

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

Field

Description

DETAILS

Modules

Select the module as Knowledge Management from the list.

Category

Select Category for the drop-down list.

Classification

Select Classification for the drop-down list.

Escalation Level

Select the number of escalation levels. Select more than one level to send Escalation e-mail to the configured users after every specified duration.

Active

If selected, the Auto Escalation configuration for Knowledge Management module becomes active and Escalation mail is sent to the configured users if there is no response to the Knowledge Record within the specified time.

ESCALATION LEVEL

Level

Displays the escalation levels for Knowledge Record.

Days

Select the number of days after which the auto escalation happens.

Hours

Select the number of hours after which the auto escalation happens.

Minute(s)

Select the number of minutes after which the auto escalation happens.

Description

Type in the brief description for the Escalation.

Mail To

Type in the recipients' e-mail ids to send escalation e-mail. You can separate multiple e-mail ids with semicolons (;).

Mail CC

Type in the recipients' e-mail ids in CC to send copy escalation e-mail. You can separate multiple e-mail ids with semicolons (;).

Expand
titleConfiguring Auto Escalation for Problem Management


Figure: AUTO ESCALATIONS page: Problem Management 

Field Description

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

Field

Description

DETAILS

Modules

Select the module as Problem Management from the list.

Workgroup Name

Select the Workgroup name from the list. The Auto Escalation configuration is applicable for PRs under the selected Workgroup.

Priority

Select the Priority from the list. The Auto Escalation configuration is applicable for PRs under the selected Priority.

Escalation Levels for Approval

Select the number of escalation levels for the Approval of Problem Record. Depending on the number of levels, APPROVAL ESCALATION LEVELS configuration tables are added to configure Auto Escalation for the PRs, which are not Approved 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 RCA Deadline

Select the number of escalation levels for the RCA Approval of Problem Record. Depending on the number of levels, RCA DEADLINE ESCALATION LEVELS configuration tables are added to configure Auto Escalation for the PRs, which are not RCA Approved within the specified time.
Select more than one level to send Escalation e-mail to the configured users after every specified duration.

Escalation Levels Closure Deadline

Select the number of escalation levels for the Closure of Problem Record. Depending on the number of levels, CLOSURE DEADLINE ESCALATION LEVELS configuration tables are added to configure Auto Escalation for the PRs, which are not Closed after the specified time.
Select more than one level to send Escalation e-mail to the configured users after every specified duration.

Active

If selected, Auto Escalation configuration for the Problem Management module becomes active and the Escalation e-mail is sent to the configured users if the Problem Record is responded after the specified time.

APPROVALS ESCALATION LEVELS

Level

Displays the escalation levels for PR Approval.

Days

Select the number of days after which the auto escalation happens.

Hours

Select the number of hours after which the auto escalation happens.

Minutes

Select the number of minutes after which the auto escalation happens.

Mails

Type in the e-mail ids of the recipients to whom you want to send e-mails, intimating the escalation. You can separate multiple e-mail ids with semicolons (;).

RCA DEADLINE ESCALATION LEVELS

Level

Displays the escalation levels for PR RCA Approval.

Type

Select the check boxes against the recipients to whom e-mails are sent intimating the escalation. Based on the selection of the check boxes, the E-mail, Analyst, and Workgroup fields are displayed.

Days

Select the number of days after which the auto escalation happens.

Hours

Select the number of hours after which the auto escalation happens.

Minutes

Select the number of minutes after which the auto escalation happens.

Mails

Type in the e-mail ids of the recipients to whom you want to send e-mails, intimating the escalation. You can separate multiple e-mail ids with semicolons (;).

CLOSURE DEADLINE ESCALATION LEVELS

Level

Displays the escalation levels for Closing the PR.

Type

Select the check boxes against the recipients to whom e-mails are sent intimating the escalation. Based on the selection of the check boxes, the E-mail, Analyst, and Workgroup fields are displayed.

Days

Select the number of days after which the auto-escalation happens.

Hours

Select the number of hours after which the auto-escalation happens.

Minutes

Select the number of minutes after which the auto-escalation happens.

Mails

Type in the e-mail ids of the recipients to whom you want to send e-mails, intimating the escalation. You can separate multiple e-mail ids with semicolons (;).

Expand
titleConfiguring Auto Escalation for Change Management


Figure: AUTO ESCALATIONS page: Change Management 

Field Description

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

Field

Description

DETAILS

Modules

Select the module as Change Management from the list.

Workgroup Name

Select the Workgroup name from the list. The Auto Escalation configuration is applicable for the Change Records under the selected Workgroup.

Priority

Select the Priority from the list. The Auto Escalation configuration is applicable for the Change Records under the selected Priority.

Change Type

Select the Change Type from the drop-down list. The Auto Escalation configuration is applicable for the Change Records under the selected Change Type.

Escalation Level

Select the number of escalation levels. Select more than one level to send Escalation e-mail to the configured users after every specified duration.

Active

If selected, the Auto Escalation configuration becomes active for the Change Management module and the Escalation mail is sent to the configured users after the specified time if the Change Record is not Responded.

ESCALATION LEVEL

Level

Displays the escalation levels for Change Management module.

Days

Select the number of days after which the auto escalation happens.

Hours

Select the number of hours after which the auto escalation happens.

Minute(s)

Select the number of minutes after which the auto escalation happens.

Description

Type in the brief description for the Escalation.

Mail To

Type in the recipients' e-mail ids to send escalation e-mail. You can separate multiple e-mail ids with semicolons (;).

Mail CC

Type in the recipients' e-mail ids in CC to send copy escalation e-mail. You can separate multiple e-mail ids with semicolons (;).

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the AUTO ESCALATIONS page. 

SHOW LIST

Click SHOW LIST to display the LIST table showing all the Auto Escalations configured for the selected Module and Tenant. Click the Filters icon to select the module for which you want to view the configured Auto Escalations.


Figure: AUTO ESCALATIONS page: List of Auto Escalations

  • To edit an Auto Escalation configuration, click the Workgroup name. Make appropriate changes and click SUBMIT.
  • To display the inactive Auto Escalations, click the Include Inactive check box.
Note
titleNote:

When the Auto Escalations are displayed under the LIST table, the ADD NEW action are displayed on the ACTIONS panel. Click ADD NEW to configure Auto Escalation.

Filters

Click Filters to display all the Auto Escalations configured for a specific module. On the FILTERS pop-up page, select the module name from the Modules list. Click SUBMIT.

FILTERS pop-up page
Figure: FILTERS pop-up page



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