Overview
- 03 May 2024
- 3 Minutes to read
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Overview
- Updated on 03 May 2024
- 3 Minutes to read
- Print
- PDF
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When time matters: Leverage Escalation for swift Service delivery!
Escalation refers to the process of routing a Service Request to a higher level of support or management when it cannot be resolved within the defined Service Level Agreements (SLAs). Escalation is typically used when there is a breach of SLAs or when the complexity of the SR requires specialized support.
Let's explore the following use-case.
Use Case User Persona: Administrator | Solution |
NovaTech's Administrator is facing the challenge of resolving the SRs according to predefined Response and Resolution SLAs. There is absence of escalation processes in place to address any delays or issues causing the breach of Response or Resolution SLAs. | NovaTech's Administrator, Sandra, can configure Escalation values and define Response and Resolution SLAs for different tenants with different escalation criteria. These criteria could be based on factors such as the elapsed time since the request was received, the severity of the issue, or the specific SLA targets. The Administrator configures the system to send notifications to relevant stakeholders when an SR is close to breaching its escalation timeframe. Notifications could be sent to the service desk team, the requester, or teams involved in the escalation path. |
Configure Escalation
Configure Escalation value(s) for SRs for different tenants with criteria such as Workgroup, Priority, Location, and Customer. Configure the SLAs with different SLA Type, SLA percentage, and other key parameters.
To configure Escalation for SRs, perform the following steps:
- Click Service Management.
- Click Settings > Design Studio.
Figure: Select Design Studio - Select Module > Service Request > Configurations > SR Matrices > Escalation. The Escalation list page is displayed.
Figure: Escalation list page - Click New to configure to a new Escalation ID for SRs. The Escalation ID screen is displayed.
Figure: Escalation ID - Enter the required details in the Escalation ID configuration screen as described in the following table.
Figure: Select Design Studio
Figure: Escalation list page
Figure: Escalation IDField | Description |
|---|---|
Tenant* | Tenant refers to a virtual partition within a shared environment that represents a distinct organizational entity. This can be associated with different departments within an organization, such as IT, HR (Human Resources), Facilities, or any other functional area. Select Tenant from the list for which you want to configure an Escalation value. This is a mandatory field. Once you select the Tenant, the Workgroup, Priority, SLA Type, SLA Mode, In Hours, In Minutes, Stakeholders fields become mandatory. |
Criteria | |
Workgroup | Workgroup typically refers to the group or team responsible for handling or managing the escalation. This field helps define who should be alerted or take action when a particular escalation condition is met. As per the selected Tenant, the list of Workgroups is displayed in the dropdown menu to choose from. |
Location | Select the Location for the selected Workgroup by typing in the name of the city and select from the menu. |
Customer | From the dropdown menu, select the Customer for which you want to configure the Escalation value for Service Request. |
Priority | Priority refers to the level of urgency or importance assigned to the Service Request. When configuring Escalation values, define different priority levels and determine the actions or responses that should be triggered based on these priorities. Assign a Priority for the Escalation value for the selected Tenant and Workgroup. |
SLA Settings | |
SLA Type | The SLA Type field in the Escalation configuration page allows you to specify the category or type of Service Level Agreement associated with the particular escalation scenario for Service Requests. Select the type of SLA like Response SLA, Resolution SLA from the dropdown menu. |
SLA Mode | The SLA Mode field in the Escalation configuration page allows you to define the operational mode for Service Level Agreements (SLAs) associated with the escalation process for Service Requests. Select the SLA Mode as By SLA% or By SLA Elapsed Time. |
In Hours | If you select By SLA Elapsed Time in the SLA Mode field, then In Hours field appears. Mention the timeframe of SLA in hours. |
In Minutes | If you select By SLA Elapsed Time in the SLA Mode field, then In Minutes field appears. Mention the timeframe of SLA in minutes. |
SLA Percentage | If you select By SLA% in the SLA Mode filed, then the SLA Percentage field appears where you have to mention the percentage of the SLA target that triggers a particular escalation. Select the SLA Percentage. |
Recipients | |
Stakeholders | Select all the stakeholders who need to be informed about the Escalation. Multiple stakeholders can be selected from the dropdown menu. |
Active | Click the checkbox to make the SR Resolution SLA Violation Reason available on other pages of the application. |
7. Click Save to configure the new Escalation ID. Click Reset if you want to clear all the inputs from different fields on the Escalation ID screen. If you do not want to save the details and configure Escalation ID, click Cancel.
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