Configuring Auto Escalation for SR by SLA

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Last updated: Apr 22, 2024 by Shilpa K (Deactivated)Version comment

This section explains about the fields on the RESOLUTION LEVELS table if BY SLA% Escalation Method is selected on the AUTO ESCALATION page for Service Request Module. For more information about Auto Escalation, see Auto Escalation page.


Figure: AUTO ESCALATIONS page: Service Request: By SLA%


Field

Description

ESCALATION LEVELS FOR RESOLUTION TIME SLA

Level

Displays the escalation levels for resolution time SLA.

SLA%

Specify the percentage value of Resolution Time specified on the SLA. Auto Escalation is triggered if the SR is not resolved with the specified percentage of time of SLA Resolution time.

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.

SLA%

Specify the percentage value of Resolution Time specified on the SLA. Auto Escalation is triggered if the SR is not responded within the specified percentage of SLA Resolution time.

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 for the Reassignments of SR.

No. of Reassignments

Select the number of Reassignments of the SR 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.

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 (;).