Configuring Auto Escalation for SR 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 SR is not Resolved.

Hours

Select the number of hours after which the auto-escalation happens if the SR is not Resolved.

Minute(s)

Select the number of minutes after which the auto-escalation happens if the SR 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 SR.

Hours

Select the number of hours after which the auto escalation happens if there is no response to the SR.

Minute(s)

Select the number of minutes after which the auto escalation happens  if there is no response to the SR.

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 PENDING STATUS

Level

Displays the escalation levels for the SRs, which 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 approval of the Reassignments.

No. of Reassignments

Select the number of Reassignments level 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.

APPROVAL LEVELS

Level

Displays the escalation levels for the approval of SR.

Days

Select the number of days after which the auto escalation happens if the SR is not approved.

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.

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 (;).