Creating Escalation Rule
This functionality allows creating escalation rules in order to provide a perspective of impact to the company by managing the attendance of tickets (and its requests and incidents) within a pre-established adequate time.
When creating rules for the notification of the person responsible when the ticket is at a critical level of rupture of its SLA, is possible to avoid this through preventive actions and escalate this service to other executor groups and thus respect their time of attendance.
This feature provides a variety of actions, such as including, changing, and deleting the escalation rule.
Before getting started
To create escalation rules, it is necessary:
To set the parameter 190 with value 'Y'; and
To register previously the contracts, employees, groups, services portfolios and the automatic action of escalation type;
In the citsmart.cfg file, it is necessary to configure the START_MONITORA_INCIDENTES properties, informing the parameter TRUE (only the operating system administrator of the application server makes this adjustment).
Procedure
- Access the Escalation Rules functionality through the main menu Processes > Request and Incident Management > Escalation rules;
- Click on "New";
- Enter the general data of the Escalation Rule (Title, Status, Requester, the attendance Executor Group, Portfolio, and Contract to be linked to rule, and impact and urgency of ticket attendance);
- Enter the specific data about the Escalation Rule:
Field | Objective |
|---|---|
Time | Enter the deadline for the escalation/notification of the ticket |
Format | Enter if the rule is regarding minutes (time of the rule) or percentage (regarding the time o SLA) |
Condition | Select the mark of escalation/notification (if it will happen before or after the rupture of the deadline) |
Date | Select the date of reference rule (the date of its creation, date of last occurrence, or its limit date) |
Action | Link the type of automatic action to the new rule |