Service Manager powered by HEAT

Watching Escalations

•About Escalations

•About The Escalation Clock

•Sample Escalation for an Incident

About Escalations

An escalation occurs when the response time has exceeded the defined period of time. At this point, the escalation clock starts, the Resolution Details tab is updated, the Escalation Watch tab is activated, and the system sends notifications to the task owner and team. It is up to the owner and team manager to take appropriate action based on such notifications.

The Escalation Watch tab shows the results of each phase of an escalation, including the amount of time spent in a certain state, date and time of escalation, and total running time.

By default, the Escalation Watch tab is enabled for incidents, service requests, and tasks.

The following illustrates an escalation watch for a service request:

Escalation Watch for a Service Request

Double-click an item from the list to see details.

About The Escalation Clock

The default escalation clock state is automatically run. However, you can define other states, such as the following, when creating an escalation:

•Reset and Run: The escalation clock is set to zero and restarted.

•Run: The escalation clock starts or continues to run.

•Completed: The escalation clock stops and does not restart.

•Obsolete: The escalation was instantiated, but the escalation schedule is no longer applicable. For example, if the priority, and therefore the escalation schedule, was changed. The system automatically sets this value when an escalation schedule becomes obsolete; it is not a value that you set.

•Pause: The escalation clock stops and restarts at some point.

If another service is selected, the system stops the previous escalation clock and marks the records of the previous escalation schedule as obsolete. A new escalation schedule goes into effect.

Sample Escalation for an Incident

•If the incident is logged from the Self-Service Portal, but the response time has not been reached yet, the bar remains gray (since it is not determined whether the response target is met or breached).

•If the incident changes from logged to any other status (for example, active), the response target has been met, and the response bar indicates met accordingly.

•If the incident remains in logged status and passes the response time, the response bar indicates breached.

•After an incident response escalation has been breached, even if the status is updated to active, the bar still indicates breached, because the incident was not responded to in a timely manner.

•The resolution target progress bar shows the resolution date and time for the incident, including the dates and time the incident is considered breached.