Manage Escalations

Effectively manage Escalations for Change Requests and SLA breaches!

View

You can view the list of configured Escalation values for Change Requests using following options:

• Filters
• Search
• Edit

To view the list of configured Escalation values, perform the following steps:

1. Navigate to Design Studio > Select Service Management as Application> Select Change as Module > Configurations > Others (CM) > Escalation.
2. The list page is displayed. A sample screenshot is shown below:
   
   Figure: List Page - Filters, Grid, Search
   The above page displays the list of configured Escalation values for the Change Requests. A specific list can be viewed based on applied filters or search criteria.

Filters

You have the provision to apply filters on all of the columns or on an individual column. This functionality allows you to control the exclusion or inclusion of specific data as per your requirement. You can now focus on relevant data and quickly identify the information required, leading to improved data organization and clarity.

You can apply the individual filters on all the columns. Also, you can arrange the rows in ascending order or descending order.

To apply filters on all the columns as well as on individual columns, perform the following steps:

1. On the list page, click Filters icon on the top left corner just above the list of forms.Figure: Filters
   
2. Specify the filter criteria based on your requirement. Select the Match All or Match Any option from the list to filter the data based on the condition selected. The Match All option is selected, by default.
3. Select the option to compare the data based on the conditions. Available options are as follows:
4. • Starts With
   • Contains
   • Not contains
   • Ends with
   • Equals
   • Not equals
   • Less than
   • Less than or equal to
   • Greater than
   • Greater than or equal to
   • Date is 
   • Date is not
   • Date is before
   • Date is after
   • Active
   • Not Active
     Note

     The following filter options are available for numeric column values:

     • Less than
     • Less than or equal to
     • Greater than
     • Greater than or equal to

     The following filter options are available for date column values:

     • Date is 
     • Date is not
     • Date is before
     • Date is after

     The following filter options are available for toggle switch Active:

     • Active
     • Not Active 
5. You can click Clear to clear the configured filter and click Apply to set the filter condition.

Search

Click the search icon and type the Escalations(s) which you want to search.

The application displays the result in the result section for the required Escalation(s). Click X (close icon) to clear the searched criteria entered.

Edit

The edit option for enables you to edit configured details based on the requirement.

To edit, perform the following steps:

1. Navigate to Design Studio > Select Service Management as Application> Select Change as Module > Configurations > Others (CM) > Escalation
2. Click the ID hyperlink to view the configured details for the Escalation.
   
3. Edit the required details of the form and click Save and then click Submit after the Summary tab to save the modified changes.