Overview
- 25 Aug 2023
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Overview
- Updated on 25 Aug 2023
- 1 Minute to read
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Craft Appropriate Escalations, Notify and avoid breaches!
Configure Escalations with respect to SLAs, with escalations getting triggered for configured SLA percentage for particular criteria. In the context of Change Management and SLA (Service Level Agreement), escalations refer to a process by which issues related to a change request or its associated SLA breach are elevated to higher levels of management or support when they are not being resolved within the predefined time frames or according to the agreed-upon standards.
The following infographic summarizes how an Escalation is configured.
User Persona: Administrator
Let's explore the following use case.
User Persona: Administrator | Solution |
| ACME requires a robust Escalation procedure with respect to SLA violations. The requirement is so to avoid 100 percent SLA breach and avoid chances of not meeting the agreed time on completions on Change Requests. | The Administrator Sandra configures Auto Escalation for 75% breach and escalation Notification to Change Requestor and Change Owner to take immediate action and resolve Change Requests. |
Configure Escalation
Escalations are configured with criteria and appropriate SLA settings.
To configure Escalation, perform the following steps:
- Navigate to Design Studio > Select Module > Configurations > Others (CM) >Escalation. The following list page is displayed.
Figure: Escalation List
Field Description Tenant* A Tenant is similar to a department within an organization that provides support related to an IT or a facility. A Tenant is similar to a department within an organization that provides support related to an IT or a facility. Customer Select the Customer from drop down to which the Escalation must be configured. Location Select Location if required. This is not a mandatory field. Priority Priority defines the precedence in which a particular Incident should be addressed. SLA Type Select the type from the drop down value. SLA Mode There are two options available for SLA Mode: - By SLA %
- By SLA Elapsed Time
In Hours This field is visible if SLA Mode is selected as By SLA Elapsed Time.
Enter time in Hours.In Minutes This field is visible if SLA Mode is selected as By SLA Elapsed Time.
Enter time in Minutes.SLA Percentage Only this field is visible if SLA Mode is selected as By SLA%.
Specify appropriate SLA percentage for which Escalation must be triggered.Stakeholders From this Multi select drop down add the Stakeholder names to whom the escalation notifications must be sent.
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