Page Comparison

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.

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 (;).

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 (;).

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 (;).

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 (;).