Automatic Incident Escalation mApp Solution 1.0

The Automatic Incident Escalation mApp® Solution provides functionality that allows you to automatically assign an Incident to a Team (based on Service Categorization) and to quickly escalate an Incident to another Team, if necessary.

This is a Cherwell Labs mApp Solution. Functionality, testing, and documentation are limited or incomplete. Cherwell support is not provided for this mApp Solution, so install it at your own risk on a test environment before installing it on a production system.

Platform Version Requirements: Tested on CSM 5.0.0.

Out-of-the-Box Content Version Requirements: Tested on CSM 5.0.0.

Prerequisite Requirements: None


CSM integrates with Automatic Incident Escalation so that you can incorporate additional automation into your system. The mApp Solution uses fields from the Incident Subcategory Lookup Table (Default Team, Level 2 Escalation Team, Level 3 Escalation Team) to determine which Team the Incident should be assigned to by default and which Team the Incident should be assigned to if escalated. If the Service has an OLA, the mApp Solution automatically assigns the OLA Team to the third-level escalation team. After the mApp Solution is configured, the Team field in the Ownership section populates when the Service, Category, and Subcategory fields are populated. Users can then escalate the Incident by clicking a button in the Task Pane, and then notifying the new Team using a Task. For more information, see Service Categorization.

Incident Default Team Assignment Escalation - Overview

This mApp Solution includes multiple features, including One-Step Actions (example: Escalation to Level 2 and 3) and Fields (Level 2 Escalation Complete, Level 3 Escalation Team, etc.).

How the mApp Solution Works

CSM provides Automatic Incident Escalation functionality as a mApp Solution so that Users can easily incorporate automation into their existing CSM system. Download the mApp Solution from the CherwellmApp Exchange. Use the Apply mApp wizard to apply the mApp Solution to your CSM system. The Apply mApp Solution wizard generates a Blueprint, which can then be viewed and published to a test or Live system to commit the changes.

The mApp Solution includes the following items:

Item Category


Typical Merge Action

Business Object


Incident, Incident SubCategory Merge
Service, Task Don't Change
One-Step Action Escalation to Level 2 and 3 Import



Default team, Level 2 Escalation Complete, Level 2 Escalation team, Level 3 Escalation Complete, Level 3 Escalation Team Import
Owned By Team Overwrite



Incident Links Incident Subcategory Overwrite
Incident Owns Tasks Don't Change
Index IncidentSubcategory_Subcategory, IncidentSubCategoryId, PK_IncidentSubCateory Overwrite
  • Import: Add new item.
  • Overwrite: Replace target item.
  • Merge: Merge differences.
  • Don't Change: Referenced by the mApp Solution, but not altered in any way. The mApp Solution includes the definition for informational purposes only (the definition is not imported into the target system).

Related Reading

Apply the mApp Solution

To apply the mApp Solution, perform the following high-level steps:

  1. Review the recommendations and considerations for applying mApp Solutions. For more information, see Considerations for Applying mApp Solutions.
  2. Extract the mApp Solution .zip file to a location that can be accessed by CSM.
  3. In CSM Administrator, use the Apply mApp Wizard to apply the mApp Solution. For more information, see Apply a mApp Solution. Select the topic that matches your version of CSM.

Configure the mApp Solution

  1. Define escalation Teams.

How to Use the mApp Solution in the Desktop Client