Define Escalation Teams

Use Table Management in the CSM Desktop Client to define escalation Teams.

To define escalation Teams:

1. In the CSM Desktop Client, click Tools>Table Management.
2. In the Type drop-down, select Incident Subcategory.

   The Incident Subcategory Grid opens.

3. Click a Service Categorization.
4. Click the Show Current Record button (example: Desktop Management, Computer, Submit Incident).

   The Subcategory Form opens.

   

   1. Complete the Form:

      Note: You must complete the Subcategory Form for each Service Categorization.

      1. Default Team: Select the default Team for the Incident.
      2. Level 2 Escalation Team: Select the second-level escalation Team.
      3. Level 3 Escalation Team: Select the third-level escalation Team.

         Note: If the Default OLA Team is defined for the Service, the Level 3 Escalation Team field will autopopulate with the Team name when the Service is selected on the Incident Subcategory Form.

5. Click Save.