Creating escalations

An escalation includes:

When you create an escalation, you can specify turnaround times, escalation actions and so on. When you add an escalation to a Response Level, you then specify which statuses (or status types) are linked with the escalation. For more information about creating Response Levels, see Response levels.

An escalation starts when a specific status is reached in a process, and each status has a status type of Start, Completion, End or Other. As you can create custom statuses, you may need to specify that the escalation is activated by a specific status type. Custom statuses cannot have the status type of Start).

To create a new escalation:
  1. Start the Administration component.
  2. On the Service Level Management tree, open the required Response Level.
  3. On the Actions list, click New Escalation.
    The Escalation dialog appears.
  1. Type a name for the escalation and the time in hours and minutes.
  2. Specify the type of escalation, and then the status (or status type) at which the escalation is activated.

There may be times when a Process needs to be returned to the Activation Status. If this is the case, then you can specify that the existing escalations are reused (as opposed to restarted). That is, the clock continues the escalation. If you do not select this check box, then escalations are restarted completely.

  1. Complete the relevant information.
    You now need to add at least one escalation action. For more information, see Creating escalation actions.

The Copy Escalation action enables you to create a copy of the selected escalation that includes all of its actions, and all of the other relevant information. The only items not copied are the Name and Description.