Overview
- 04 Apr 2024
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Overview
- Updated on 04 Apr 2024
- 1 Minute to read
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Scaling Up Solutions through Escalation!
Escalation in problem management refers to the process of increasing the visibility and priority of a problem or issue within an organization's support structure when it's not being effectively addressed at its current level. Escalation aims to ensure that problems are resolved in a timely and appropriate manner, as well as to prevent delays and minimize negative impacts on the organization's operations and services.
User Persona: Administrator
Let's explore the following use-case.
Use Case User Persona: Administrator | Solution |
| NovaTech Services is a multinational IT company serving multiple clients. It has a main server responsible for hosting essential applications. The server is suddenly unresponsive, and employees are unable to access critical files. They have created a problem record and want to escalate for a quick resolution. | In order to achieve a transparent and quick escalation system, the Administrator can configure escalation matrix for problem management. The escalation matrix can be configured for multiple levels. For example, if the problem record created is not worked upon then it can be escalated to the right resolver team. |
Configure Escalation
To configure Escalation, perform the following steps:
- Navigate to Design Studio > Select Module > Configuration > Others (PM) > Escalation. The Escalation listing page is displayed. Click New.
Figure: Escalation List - The new Escalation is displayed.
Figure: Escalation - Enter the required details as described in the following table and click Save.
Figure: Escalation List
Figure: Escalation| Field | Description |
|---|---|
| Tenant* | Select the Tenant from the list. This is a mandatory field. |
| Workgroup | Select the Workgroup from the list. |
| Location | Select the Location from the list. |
| Customer | Select the name of the Customer from the list. |
| Priority | Select the Priority from the list. |
| SLA Type | Select the type of SLA from the list. |
| SLA Mode | Select the mode of SLA elapsed either by percentage or elapsed time. |
| In Hours | Select the SLA time in hours. |
| In Minutes | Select the SLA time in minutes. |
| SLA Percentage | Mention the elapsed SLA percentage. |
| Stakeholders | You can select the email address of the recipients to notify them about the PR escalation. |
| Active | Enable the active option to make the escalation configuration active. |
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