This section explains about the fields on the RESOLUTION LEVELS table if BY Time 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 Time
Field | Description |
|---|---|
ESCALATION LEVELS FOR RESOLUTION TIME SLA | |
Level | Displays the escalation levels for resolution time SLA. |
Days | Select the number of days after which the auto escalation happens if the Incident is not Resolved. |
Hours | Select the number of hours after which the auto escalation happens if the Incident is not Resolved. |
Minute(s) | Select the number of minutes after which the auto-escalation happens if the Incident is not Resolved. |
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 RESPONSE TIME SLA | |
Level | Displays the escalation levels for response time SLA. |
Days | Select the number of days after which the auto-escalation happens if there is no response to the Incident. |
Hours | Select the number of hours after which the auto-escalation happens if there is no response to the Incident.. |
Minute(s) | Select the number of minutes after which the auto-escalation happens if there is no response to the Incident.. |
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 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 Reassignments of Incident. |
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 ETR. |
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 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 (;). | |