Risk Of Escalation

The Risk of Escalation bar visually represents the probability that an incident will need to be escalated to meet SLA deadlines, using current and historical data patterns for its calculation. By analyzing trends and past incidents, the bar provides a clear, real-time indication of how likely it is that the issue will require higher-level attention to ensure timely resolution. This helps in proactively managing incidents and allocating resources effectively to avoid SLA breaches.

To view the Risk of Escalation for an Incident, perform the following steps:

1. Log In to the Application as an Analyst.
   

2. Select Service Management Application.
   

3. Navigating to Incident > Manage Incidents.
   Manage Incident - List page is displayed.
   

4. Click Incident ID hyperlink to view the Incident details.
   

5. Risk of Escalation is displayed on the top of the Incident details screen.
   Figure: Risk of Escalation bar
   

6. Hover over the Risk of Escalation bar to view more details about it in a tooltip.
   Figure: Risk of Escalation tooltip