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Default Escalation Settings

This topic lists the default escalation settings (without service level agreements).

Default Incident Escalation Schedule

Default Task Escalation Schedule

Default Incident Escalation Schedule

Condition

Target Resolution Time

Action

Priority 1

1 business day

First escalation after 5 hours and 2 minutes (21%) from the incident creation time.

Second escalation after 7 hours and 12 minutes (30%) from the incident creation time.

Third escalation after 19 hours and 55 minutes (83%) from the incident creation time.

Notification sent to Service Desk Manager when response time is breached.

Priority 2

3 business days

First escalation after 13 hours and 40 minutes (19%) from the incident creation time.

Second escalation after 17 hours and 16 minutes (24%) from the incident creation time.

Third escalation after 2 days, 11 hours, and 45 minutes (83%) from the incident creation time.

Notification sent to Service Desk Manager when response time is breached.

Priority 3, 4, and 5

5 business days

First escalation after 1 day, 1 hour, and 12 minutes (21%) from the incident creation time.

Second escalation after 1 day, 9 hours, and 36 minutes (28%) from the incident creation time.

Third escalation after 4 days, 3 hours, and 36 minutes (83%) from the incident creation time.

Notification sent to Service Desk Manager when response time is breached.

Default Task Escalation Schedule

The default task response escalation schedule is one day.

The default task resolution escalation schedules are as follows:

Condition

Target Resolution Time

Action

Priority 1

4 hours

First escalation after 2 hours and 36 minutes

Priority 2

1 day

First escalation after 15 hours and 36 minutes

Priority 3

2 days

First escalation after 1 day 7 hours and 12 minutes


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