SLA for Escalation

If the resolution time target trips the escalation rules, automatic escalation e-mails are sent to the owner of the SR and his/her manager(s) as per the user reporting hierarchy.

One level of pre-escalation and three levels of post-escalation and can be setup in the system. If escalation period values are not setup for a level, – say Level 3, then the escalation will stop at the previous level, in this case Level 2. The SLA for all levels of escalation are set up in the Configuration -> SR SLA Setup section. Escalation time is calculated based on the same combination of fields as mentioned in the ‘SLA for Resolution’.

Email Notification on missing the SLA for Escalation

1. 1. Pre Escalation will trip, on Due Date minus the Pre Escalation time based on business hours: If the SR is assigned to a user, the escalation will be to ‘O’.
   2. First Escalation will trip, on Due Date plus the first Escalation time based on business hours: If the SR is assigned to a user, the escalation will be to ‘O+1’, and a CC to the ‘O’ and ‘O+2’.
   3. Second Escalation will trip, on First Escalation time plus the second Escalation time, based on business hours: If the SR is assigned to a user, the escalation will be to ‘O+2’, and a CC to ‘O’, ‘O+1’, and ‘O+3’.
   4. The third escalation will trip, on Second Escalation time plus the third Escalation time based on business hours: If the SR is assigned to a user, the escalation will be to ‘O+3’, and a CC to ‘O’, ‘O+1’, and ‘O+2’.