Auto Escalation for Incident Management

What is Auto Escalation? 

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. In general, you can configure Auto Escalation for Incident, Service Request, CMDB, Knowledge, Problem, and Change Management modules. 

To configure an Auto Escalation, see Configuring Auto Escalations.
To know more on Global Tenancy, see Global Tenancy Overview.

The following functions can be performed on the Auto Escalation configuration page:

• Configure and view the Auto Escalation in Global/Local Tenant
• Edit Auto Escalation configuration in Local Tenant
• Delink Auto Escalation configuration

Configure Auto Escalation in Global Tenant

To create an Auto Escalation configuration in Global Tenant, perform the following steps: 

1. Navigate to Admin > Advanced > Productivity > Escalations > Auto Escalation. 
    
2. Select Global Tenant from the Tenant option in the left pane. 
    
3. Select FILTERS from the right pane.  
   The FILTERS pop-up is displayed. 
    
4. Select Incident Management module from the Modules drop-down. 
   Click SUBMIT. 
   The List- Incident Management page is displayed. 
    
5. Click ADD NEW from the right ACTIONS panel to configure a new Auto Escalation. 
   The DETAILS page is displayed. 
   
   
    Figure: Auto Escalation- DETAILS page 
   
   
6. Select the desired options for all the fields. For more information on fields on the Details page, refer to Field Description. 
   
   

   Note

   Location and Customer fields are disabled and set to "All" on the Auto Escalation Details page to prevent these values from being passed on to the local tenant set up for a different domain.

7. Click SUBMIT. 
   The new Auto Escalation configuration is saved. 
    

View Auto Escalation in Local Tenant

To view the Global Auto Escalation configuration in Local Tenant, perform the following steps: 

1. Navigate to Admin > Advanced > Productivity > Escalations > Auto Escalation. 
    
2. Select any desired Local Tenant from the Tenant option in the left pane. 
    
3. Select FILTERS from the right pane.  
   The FILTERS pop-up is displayed. 
    
4. Select Incident Management module from the Modules drop-down. 
   Click SUBMIT. 
   The List- Incident Management page is displayed. 
    

5. Navigate and check for the Global Auto Escalation configuration on the LIST page.
   
   
   Figure: Auto Escalation List page- Global value in Local Tenant
   
   

   The Global Configuration is indicted with a grey-colored Globe Icon
    

   
   

Edit Auto Escalation configuration in Local Tenant

To edit the configured Global Auto Escalation value in Local Tenant, perform the following steps: 

1. Navigate to Admin > Advanced > Productivity > Escalations > Auto Escalation.  
    
2. Select any desired Local Tenant from the Tenant option in the left pane. 
    
3. Select FILTERS from the right pane.  
   The FILTERS pop-up is displayed. 
    
4. Select Incident Management module from the Modules drop-down. 
   Click SUBMIT. 
   The List- Incident Management page is displayed. 
    
5. Click the configured Global Auto Escalation value hyperlink.  
   The Auto Escalation Details page is displayed.  
    

6. Perform the changes for editable fields. For more information on fields on the Details page, refer to Field Description. 
   Click SUBMIT. The configuration with new values is saved. 
   
   

   NOTE

   1. All the fields will be in a disabled state for any Global configuration present in the Local Tenant, except the ACTIVE checkbox and Default options. 
       
   2. If the configuration created in Global Tenant has any Domain-specific fields, then the user will not be able to fill in values for the same. 
      To summarize, Domain-specific fields can be edited at the Local Tenant level configuration by the Admin.  
       
   3. Options like Workgroup Name, Location, Customer, and Priority are part of a unique combination in Auto Escalation.  
      When any of these fields are modified, the application creates a new matrix. 
       
   4. The matrices created at the Global Tenant level is applicable across all the Tenants. 
      Only Escalation Level values can be modified.  
       
   5. Although the Primary values cannot be updated, they can be modified by delinking the same.

    The Global Configuration which is edited locally is indicated with a blue colored Globe icon
    

   
   

Delink Auto Escalation configuration

To delink an Auto Escalation configuration, perform the following steps: 

1. Navigate to Admin > Advanced > Productivity > Escalations > Auto Escalation.  
    
2. Select any desired Local Tenant from the Tenant option in the left pane. 
    
3. Select FILTERS from the right pane.  
   The FILTERS pop-up is displayed. 
    
4. Select Incident Management module from the Modules drop-down. 
   Click SUBMIT. 
   The List- Incident Management page is displayed. 
    
5. Click the desired Auto Escalation Workgroup value hyperlink.  
   The Auto Escalation Details page is displayed. 
    

6. Click Delink option from the right ACTIONS panel.
   Click SUBMIT. 
   

   NOTE

   When a Global configuration is delinked, upon clicking SUBMIT, it will be changed to a Local configuration.  
   

   
   Figure: Auto Escalation- Delink option
   
   
   

   The delinked Global Configuration is indicated with a delink icon   
     

Field Description

The following table describes the fields on the AUTO ESCALATIONS page for Incident Management module.

Icons 

The following table describes the icons on the AUTO ESCALATION page: