Overview
This article will help Enterprise Service Management (ESM) Application Administrators to add escalation steps Service Level Agreements.
Important
Individuals must have ESM Application Admin, or ESM Enterprise Admin access to the desired ticketing application to configure SLAs. If you do not have this level of access please contact either the App Admin of the desired ESM ticketing application, or submit an
Enterprise Service Management ticket requesting assistance with creating and configuring SLA(s).
What materials do I need?
- Internet connectivity
- Web browser
- ESM App Admin, or Enterprise Admin privileges within the applicable ticketing application.
How do I use this technology?
Important
Newly created SLA's will have one escalation step associated with the Respond by and Resolve by sections with both set to trigger when 100% of the deadline has passed. However, neither of them have any actions defined. These escalation steps should either be edited, or deleted and replaced, with steps with actions defined.
- Navigate to the Service Level Agreements page.
- Click the Name of the SLA
- Click Add next to the Respond to or Resolve by section.
- In the New Escalation Step window complete the following steps.
- In the Deadline Percentage field, enter the percentage of the deadline at which a ticket's current status will be checked and the actions defined in the step will be taken if the requirements have not been fulfilled. For example: if the Responded by deadline is set to 120 minutes, and the deadline percentage field is set to 45%, then the steps defined will be triggered if the ticket has not been responded within 54 minutes of the ticket's creation within the operational day.
Tip
Both the Respond by and Resolved by escalations may have multiple escalations defined; however, only one step for each type of escalation can use a particular deadline percentage.
- If desired, set the Reassign To field. Values can be set to either groups, or specific individuals available within the ticketing application.
Warning
For both business continuity reasons, and to decrease maintenance requirements, it is highly suggested if this option is used to only reassign tickets to groups. This reduces the workload associated with managing changes related to employee turnover.
- If desired, set the Change Priority To field to increase the priority assigned to the ticket.
- If desired, set the individuals that should receive email notifications. Options include:
- Responsible resource - when selected, and a ticket is assigned to a specific individual, that person will be notified. When this option is set, but the ticket is assigned to a group, all individuals of that group will be notified.
- Responsible resource's manger - when selected, and a ticket is assigned to a specific individual, the person that they report to will be notified. When this option is set, but the ticket is assigned to a group, all individuals listed as a manager of that group will be notified. If there are no group managers, it will fall back to include all members of the group in the notification.
- Reviewer - When selected, and the ticket's type has a specific individual assigned as the reviewer, that person will be notified. If the ticket's type has a group assigned as the reviewer, all individuals listed as a manager of that group will be notified. If there are no group managers, it will fall back to include all members of the group in the notification.
- Requestor - When selected, the ticket's requestor will be notified.
- Creator - When selected, the person that created the ticket will be notified.
- If desired, enter in the Notifiy Other Email Addresses field a comma-separated list of other email addresses who will be notified as necessary.
Important
Any addresses listed here will be notified as if they have access to TDWorkManagement and will see the Ticketing User version of any notifications, as apposed to the customer version.
- Click Save.
- Repeat steps 3 - 5 as desired to cover additional escalation scenarios as determined by the business use case.
Next Steps
Is there any additional information I should know about?
Changes made to the active status, operational time setting, operational hours set, response deadline and escalation, or resolution deadline and escalation will not affect tickets that have already been assigned to this SLA. However, any ticket assigned after the edit will be affected.
Need additional help or have issues
For support, requests may be submitted anytime using the appropriate Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.
For immediate assistance please review the Contact Us page for the appropriate support group.