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AIncident Escalation Based on Time When E-mail Is Sent from Analyst to End User

AIncident Escalation Based on Time When E-mail Is Sent from Analyst to End User

May 09, 2024

Read Complete Release Notes 

Feature released in SummitAI Service Management (#18621, Incident Management, Alps)

What's New?

Now, the Administrators can configure additional Incident escalation based on the time of an e-mail that is sent from an Analyst to an End User. 

Configuration

The Administrator needs to insert the following script in the IM_External_Escalation_Notification table: 

If(not exists(select 1 from [IM_External_Escalation_Notification] where EscalationLevel=1))

Begin

insert into [IM_External_Escalation_Notification](EscalationLevel,Toemail_ids,EscalationTime,ccEmail_ids,Include_external_User_In_CC) values(1,'write To e-mail id here',60, 'Write Cc e-mail id here',0)

End

If(not exists(select 1 from [IM_External_Escalation_Notification] where EscalationLevel=2))

Begin

insert into [IM_External_Escalation_Notification](EscalationLevel,Toemail_ids,EscalationTime,ccEmail_ids,Include_external_User_In_CC) values(2, 'write To e-mail id here',60, 'Write Cc e-mail id here',0)

END

 

Select Query

select * from IM_External_Escalation_Notification

  • ID:  This is an auto incremental column where only numeric data can be written.

  • EscalationLevel: This column shows the level of escalation. Only numeric data can be entered in this field.

  • ToEmail_Ids: This column contains To e-mail ids to whom the escalation e-mail notification will be sent.

  • EscalationTime: This column displays the time in minutes after which the escalation e-mail will be sent.

  • CcEmail_Ids: This column contains Cc e-mail ids to whom the copy of escalation e-mail notification will be sent.

  • Include_external_User_In_CC: This is a Boolean column that contains “1” or “0”.  “1” where “1” indicates that the external user is added in Cc and notified about the escalation, however, “0” indicates that the external user is not added in Cc.

If the above script is added and the Analyst sends an e-mail notification using SEND E-MAIL option from the INCIDENT ID page, the recipient specified in To and/or Cc field will be notified after the specified number of minutes.

References