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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:
- Select Admin > Advanced > Productivity > Escalations > Auto Escalations.
- On the AUTO ESCALATIONS page, click ADD NEW icon on the ACTIONS panel.
- 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.
- Click SUBMIT. A new Auto Escalation is configured for the selected module under the selected Tenant.
Configuration Anchor Configuration Configuration
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Field Description The following table describes the fields on the AUTO ESCALATIONS page for Incident Management module.
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Field Description The following table describes the fields on the AUTO ESCALATIONS page for Service Request.
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Field Description The following table describes the fields on the AUTO ESCALATIONS page for CMDB module.
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Field Description The following table describes the fields on the AUTO ESCALATIONS page for Knowledge Management.
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Field Description The following table describes the fields on the AUTO ESCALATIONS page for Problem Management.
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Field Description The following table describes the fields on the AUTO ESCALATIONS page for Change Management module.
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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.
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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.
Figure: FILTERS pop-up page
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