Configuring Auto Escalation for Incident By SLA

Owned by Saranya S (Unlicensed)
Last updated: Apr 22, 2024 by Shilpa K (Deactivated)Version comment

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

 
 Figure: AUTO ESCALATIONS page: Incident: 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 Incident is not resolved with 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 the users 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 Response Time specified on the SLA. Auto Escalation is triggered if the Incident is not responded with the specified percentage of SLA 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 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 number of the Reassignments.

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 the ETR.

ETR%

Specify the percentage value of Expected Resolution Time. Auto Escalation is triggered if the Incident is not resolved with the specified percentage ETR as specified in SLA.

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 (;).