Configuring Auto scalation for SR by Time

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

Figure: AUTO ESCALATIONS page: Service Request: 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 SR is not Resolved.
Hours	Select the number of hours after which the auto-escalation happens if the SR is not Resolved.
Minute(s)	Select the number of minutes after which the auto-escalation happens if the SR 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 SR.
Hours	Select the number of hours after which the auto escalation happens if there is no response to the SR.
Minute(s)	Select the number of minutes after which the auto escalation happens if there is no response to the SR.
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 PENDING STATUS
Level	Displays the escalation levels for the Incidents, which 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 approval of the Reassignments.
No. of Reassignments	Select the number of Reassignments level 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.
APPROVAL LEVELS
Level	Displays the escalation levels for the approval of SR.
Days	Select the number of days after which the auto escalation happens if the SR is not approved.
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.
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 (;).