Configuring Manual Escalations

Owned by Enterprise IT
Apr 22, 2024

You can configure options to allow End Users to manually escalate Incidents, Service Requests (SRs), or Change Records (CRs), The End Users can manually escalate the Incident, SR, and CR after the configured time period is elapsed.

To configure Manual Escalations:

  1. Select Admin > Advanced > Productivity > Escalations > Manual Escalation.
  2. On the MANUAL ESCALATION page, click ADD NEW icon on the ACTIONS panel.
  3. Select the Tenant and the module from the MODULES list. Type in the required values. For more information about the fields on the MANUAL ESCALATION page, see Field Description.
  4. Click SUBMIT. A new Manual Escalation is configured for the selected module for the selected Tenant.

    MANUAL ESCALATION page
    Figure: MANUAL ESCALATION page

Field Description

The following table describes the fields on the MANUAL ESCALATION page:

Field

Description

DETAILS

Modules

Select the module from the list.

Workgroup Name

Select the Workgroup name from the list.

Priority

Select the Priority from the list.

Escalation Levels

Type in a number to configure the number of Escalation Levels. For each Escalation Level, specify the Days, Hours, and Minutes after which the escalation should be triggered and also the mail ids (Mail To and Mail CC) to whom e-mails should be sent intimating the escalation.

Active

Indicates the status set for the Manual Escalation.

  • If selected, the End Users can manually escalate Incidents, SRs, and CRs as per the configuration.
  • If not selected, the Manual Escalation is inactive and is not available to the End Users.

ACTIONS

This section explains all the icons displayed on the ACTIONS panel of the MANUAL ESCALATION page.

 SHOW LIST

Click SHOW LIST to display the Manual Escalations configured. On clicking SHOW LIST, the FILTERS pop-up page is displayed. Select a module from the Modules list and click SUBMIT. All the Manual Escalations configured for the selected module and Tenant are displayed.


Figure: MANUAL ESCALATION page: List of Manual Escalations

  • To edit a Manual Escalation configuration, click the name of the Workgroup. Make appropriate changes and click SUBMIT.
  • To display the inactive Manual Escalations, click the Include Inactive check box.

Note:

When the Manual Escalations are displayed under the LIST table, the ADD NEW icon are displayed on the ACTIONS panel. Click ADD NEW to configure Manual Escalations.

Filters

Click Filters to display all the Manual 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