An escalation is a reminder email sent to the assignee and copying their manager (as defined in the Active Directory). The escalation procedure starts once the defined SLA is breached. Escalations continue up the organizational hierarchy (as defined in the Active Directory) from one manager to the next until the top of the hierarchy is reached or the defined CAP for this escalation is met.t. In the case of a Resource Pool ticket, the CC’ed manager will be the manager of the team instead.
What constitutes an SLA breach?
- Ticket Response time elapses.
- Ticket Fix time elapses.
- Ticket Verification time elapses.
Creating a new Escalation
- Go to the workspaces on the upper left corner of the screen > Select the required workspace > Click on the 3 dots next to the Workspace name > Choose the Request Type field
- Click on the 3 dots next to the requested Request Type > Choose Escalation.
- You can edit the preset Escalations
- Or you can create a new Escalation
- Fill in the form
- Default: If this box is checked, this means the escalation being created becomes the base-level/default escalation that applies to all the levels in the problem catalog if no further escalations are created.
- Area/Type/Sub-type: You can create specific escalations for every item in your problem catalog.
- Priority: The level of priority of the escalation.
- CAP: The number of managers the escalation goes to. For example: if the number 2 was used, then the system will send an escalation to the ticket assignee’s manager. If there’s no response, an escalation will be sent to the manager of that manager. The higher the number is, the further up the chain the escalations go.
- Response Time: The period between a ticket being created and getting claimed (doesn’t apply for tickets that fall under direct assignment).
- Fix Time: The period between a ticket being claimed and a fix to being submitted by the person assigned the ticket.
- Verification Time: The period between the fix being submitted and the author verifying the fix. In the case of a ticket auto-close, the auto-close time is used instead for reporting.
- Next Level Escalation: The frequency that escalation emails are sent out in.
- Based on the above escalation parameters, the below image shows the escalation due time for the 3 different statuses (New, Open, and Waiting verification).