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This page explains about the fields on the RESOLUTION LEVELS table if BY SLA% Escalation Method is selected on the AUTO ESCALATION page for Incident Management Module. For more information about Auto Escalation, see Auto Escalation page.
Figure: AUTO ESCALATIONS page: Incident: By SLA%
Field | Description |
|---|---|
ESCALATION LEVELS FOR RESOLUTION TIME SLA | |
Level | Displays the escalation levels for resolution time SLA. |
SLA% | Specify the percentage value of Resolution Time specified on the SLA. Auto Escalation is triggered if the Incident is not resolved with the specified percentage of SLA Resolution time. |
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. |
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 (;). | |
Analyst | Select the Analyst from the drop-down list to whom you want to send e-mail, intimating the escalation. |
Workgroup | Select the Workgroup from the drop-down list to which you want to send e-mail notifications intimating the users about the auto- escalation. All the Analysts belonging to the selected Workgroup receive the escalation notification. |
ESCALATION LEVELS FOR RESPONSE TIME SLA | |
Level | Displays the escalation levels for response time SLA. |
SLA% | Specify the percentage value of Response Time specified on the SLA. Auto Escalation is triggered if the Incident is not responded with the specified percentage of SLA time. |
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. |
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 (;). | |
Analyst | Select the Analyst from the drop-down list to whom you want to send e-mail, intimating the escalation. |
Workgroup | Select the Workgroup from the drop-down list to which you want to send e-mail notifications intimating them about the auto- escalation. All the Analysts belonging to the selected Workgroup receive the escalation notification. |
ESCALATION LEVELS FOR PENDING STATUS | |
Level | Displays the escalation levels for the Incidents that are in Pending status. |
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. |
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. |
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 (;). | |
ESCALATION LEVELS FOR NUMBER OF REASSIGNMENTS | |
Level | Displays the escalation levels for the number of the Reassignments. |
No. of Reassignments | Select the number of Reassignments of the Incident for which the auto escalation happens. |
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. |
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 (;). | |
Analyst | Select the Analyst from the drop-down list to whom you want to send e-mail, intimating the escalation. |
ESCALATION LEVELS FOR ETR | |
Level | Displays the escalation levels for the ETR. |
ETR% | Specify the percentage value of Expected Resolution Time. Auto Escalation is triggered if the Incident is not resolved with the specified percentage ETR as specified in SLA. |
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. |
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 Mail, Caller, CC Workgroup, and CC Analyst fields are displayed. |
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 (;). | |
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