This section explains about the fields on the RESOLUTION LEVELS table if BY Time Escalation Method is selected on the AUTO ESCALATION page for Incident Management Module.

 

Figure: AUTO ESCALATIONS page: Incident: By Time

 

Field Description
ESCALATION LEVELS FOR RESOLUTION TIME SLA
Level Displays the escalation levels for resolution time SLA.
Days Select the number of days after which the auto escalation happens if the Incident is not Resolved.
Hours Select the number of hours after which the auto escalation happens if the Incident is not Resolved.
Minute(s) Select the number of minutes after which the auto-escalation happens if the Incident is not Resolved.
Type Select the check boxes against the recipients to whom e-mails are sent intimating the escalation. Based on the selection of the check boxes, the E-mail, Analyst, and Workgroup fields are displayed.
E-mail Type in the e-mail ids of the recipients to whom you want to send e-mails, intimating the escalation. You can separate multiple e-mail ids with semicolons (;).
Analyst Select the Analyst from the drop-down list to whom you want to send e-mail, intimating the escalation.
Workgroup Select the Workgroup from the drop-down list to which you want to send e-mail notifications intimating them about the auto- escalation. All the Analysts belonging to the selected Workgroup receive the escalation notification.
ESCALATION LEVELS FOR RESPONSE TIME SLA
Level Displays the escalation levels for response time SLA.
Days Select the number of days after which the auto-escalation happens if there is no response to the Incident.
Hours Select the number of hours after which the auto-escalation happens if there is no response to the Incident..
Minute(s) Select the number of minutes after which the auto-escalation happens  if there is no response to the Incident..
Type Select the check boxes against the recipients to whom e-mails are sent intimating the escalation. Based on the selection of the check boxes, the E-mail, Analyst, and Workgroup fields are displayed.
E-mail Type in the e-mail ids of the recipients to whom you want to send e-mails, intimating the escalation. You can separate multiple e-mail ids with semicolons (;).
Analyst Select the Analyst from the drop-down list to whom you want to send e-mail, intimating the escalation.
Workgroup Select the Workgroup from the drop-down list to which you want to send e-mail notifications intimating the users about the auto- escalation. All the Analysts belonging to the selected Workgroup receive the escalation notification.
ESCALATION LEVELS FOR PENDING STATUS
Level Displays the escalation levels for the Incidents that are in Pending status.
Days Select the number of days after which the auto-escalation happens.
Hours Select the number of hours after which the auto-escalation happens.
Minute(s) Select the number of minutes after which the auto-escalation happens.
Type Select the check boxes against the recipients to whom e-mails are sent intimating the escalation. Based on the selection of the check boxes, the E-mail, Analyst, and Workgroup fields are displayed.
E-mail Type in the e-mail ids of the recipients to whom you want to send e-mails, intimating the escalation. You can separate multiple e-mail ids with semicolons (;).

ESCALATION LEVELS FOR NUMBER OF REASSIGNMENTS
Level Displays the escalation levels for the Reassignments of Incident.

No. of Reassignments

 Select the number of Reassignments of the Incident for which the auto escalation happens.
Type Select the check boxes against the recipients to whom e-mails are sent intimating the escalation. Based on the selection of the check boxes, the E-mail, Analyst, and Workgroup fields are displayed.

E-mail

 Type in the e-mail ids of the recipients to whom you want to send e-mails, intimating the escalation. You can separate multiple e-mail ids with semicolons (;).

Analyst

 Select the Analyst from the drop-down list to whom you want to send e-mail, intimating the escalation.
ESCALATION LEVELS FOR ETR
Level Displays the escalation levels for ETR.
Days Select the number of days after which the auto escalation happens.
Hours Select the number of hours after which the auto escalation happens.
Minute(s) Select the number of minutes after which the auto escalation happens.
Type Select the check boxes against the recipients to whom e-mails are sent intimating the escalation. Based on the selection of the check boxes, the Mail, Caller, CC Workgroup, and CC Analyst fields are displayed.

E-mail

 Type in the e-mail ids of the recipients to whom you want to send e-mails, intimating the escalation. You can separate multiple e-mail ids with semicolons (;).