Configuring Auto Escalation for Incident By Time

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.

E-mail

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.

E-mail

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.

E-mail

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.

E-mail

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.

E-mail

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 (;).