Data for Escalation Policies

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The section on escalation policies explained how to create a single escalation policy. This appendix includes the data for the remaining 33 escalation policies for Super Service Provider.

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This section covers the following topics:

Escalation Policies for Member of NOC Organization

From the section on escalation policies, perform steps 2- 5 for each of the remaining three escalation policies for the NOC organization. Use the values in the table below. If a field is not specified in the table below, accept the default value for the field.

For Ticket Queue Policy Name State Ticket Status Ticket Severity Age Type Minutes Hours Days User Action Notify Action Members Add Message
Triage NEW ACKNOWLEDGMENT SLA VIOLATION HAS OCCURRED Enabled When ticket state is open and severity is >="Sev 5/Healthy" and ticket create age is 15 None None and ticket is not updated and notify selected queue members Mill, Griffin NEW ACKNOWLEDGMENT SLA VIOLATION HAS OCCURRED.
Triage NEW ASSIGNMENT SLA VIOLATION IMMINENT Enabled When ticket state is pending and severity is >="Sev 5/Healthy" and ticket create age is 25 None None and ticket is not assigned and notify selected queue members All Queue Members NEW ASSIGNMENT SLA VIOLATION IMMINENT. Assign ticket immediately.
Triage NEW ASSIGNMENT SLA VIOLATION HAS OCCURRED Enabled When ticket state is pending and severity is >="Sev 5/Healthy" and ticket create age is 30 None None and ticket is not assigned and notify selected queue members Mill, Griffin NEW ASSIGNMENT SLA VIOLATION HAS OCCURRED.

Escalation Policies for Linux Engineering Ticket Queue

From the section on escalation policies, perform steps 2- 5 for each of the remaining ten escalation policies for the Linux Engineering ticket queue. Use the values in the table below. If a field is not specified in the table below, accept the default value for the field.

For Ticket Queue Policy Name State Ticket Status Ticket Severity Age Type Minutes Hours Days User Action Notify Action Members Add Message

Linux Engineering

CRITICAL UPDATE SLA VIOLATION IS IMMINENT Enabled When ticket state is pending and severity is >="Sev 1/Critical" and ticket's last update age is 30 None None and ticket is not updated and notify selected queue members Dean Keaton, Roger Kint CRITICAL UPDATE SLA VIOLATION IS IMMINENT. Attend to ticket immediately.
Linux Engineering CRITICAL UPDATE SLA VIOLATION HAS OCCURRED Enabled When ticket state is pending and severity is >="Sev 1/Critical" and ticket's last update age is 35 None None and ticket is not updated and notify selected queue members Roger Kint CRITICAL UPDATE SLA VIOLATION HAS OCCURRED

Linux Engineering

MAJOR UPDATE SLA VIOLATION IS IMMINENT Enabled When ticket state is pending and severity is >="Sev 2/Major" and ticket's last update age is 55 None None and ticket is not updated and notify selected queue members Dean Keaton, Roger Kint MAJOR UPDATE SLA VIOLATION IS IMMINENT. Attend to ticket immediately.
Linux Engineering MAJOR UPDATE SLA VIOLATION HAS OCCURRED Enabled When ticket state is pending and severity is >="Sev 2/Major" and ticket's last update age is None 1 None and ticket is not updated and notify selected queue members Roger Kint MAJOR UPDATE SLA VIOLATION HAS OCCURRED

Linux Engineering

MINOR UPDATE SLA VIOLATION IS IMMINENT Enabled When ticket state is pending and severity is >="Sev 3/Minor" and ticket's last update age is 55 3 None and ticket is not updated and notify selected queue members Dean Keaton, Roger Kint MINOR UPDATE SLA VIOLATION IS IMMINENT. Attend to ticket immediately.
Linux Engineering MINOR UPDATE SLA VIOLATION HAS OCCURRED Enabled When ticket state is pending and severity is >="Sev 3/Minor" and ticket's last update age is None 4 None and ticket is not updated and notify selected queue members Roger Kint MINOR UPDATE SLA VIOLATION HAS OCCURRED

Linux Engineering

NOTICE UPDATE SLA VIOLATION IS IMMINENT Enabled When ticket state is pending and severity is >="Sev 4/Notice" and ticket's last update age is 55 23 None and ticket is not updated and notify selected queue members Dean Keaton, Roger Kint NOTICE UPDATE SLA VIOLATION IS IMMINENT. Attend to ticket immediately.
Linux Engineering NOTICE UPDATE SLA VIOLATION HAS OCCURRED Enabled When ticket state is pending and severity is >="Sev 4/Notice" and ticket's last update age is None None 1 and ticket is not updated and notify selected queue members Roger Kint NOTICE UPDATE SLA VIOLATION HAS OCCURRED

Linux Engineering

HEALTHY UPDATE SLA VIOLATION IS IMMINENT Enabled When ticket state is pending and severity is >="Sev 5/Healthy" and ticket's last update age is 55 23 2 and ticket is not updated and notify selected queue members Dean Keaton, Roger Kint

HEALTHY UPDATE SLA VIOLATION IS IMMINENT. Attend to ticket immediately.

Linux Engineering HEALTHY UPDATE SLA VIOLATION HAS OCCURRED Enabled When ticket state is pending and severity is >="Sev 5/Healthy" and ticket's last update age is None None 3 and ticket is not updated and notify selected queue members Roger Kint HEALTHY UPDATE SLA VIOLATION HAS OCCURRED

Escalation Policies for Network Engineering Ticket Queue

From the section on escalation policies, perform steps 2- 5 for each of the remaining ten escalation policies for the Network Engineering ticket queue. Use the values in the table below. If a field is not specified in the table below, accept the default value for the field.

For Ticket Queue Policy Name State Ticket Status Ticket Severity Age Type Minutes Hours Days User Action Notify Action Members Add Message

Network

Engineering

CRITICAL UPDATE SLA VIOLATION IS IMMINENT Enabled When ticket state is pending and severity is >="Sev 1/Critical" and ticket's last update age is 30 None None and ticket is not updated and notify selected queue members Roger Kint, Dave Kahane, Jeff Rabin CRITICAL UPDATE SLA VIOLATION IS IMMINENT. Attend to ticket immediately.

Network

Engineering

CRITICAL UPDATE SLA VIOLATION HAS OCCURRED Enabled When ticket state is pending and severity is >="Sev 1/Critical" and ticket's last update age is 35 None None and ticket is not updated and notify selected queue members Roger Kint CRITICAL UPDATE SLA VIOLATION HAS OCCURRED

Network

Engineering

MAJOR UPDATE SLA VIOLATION IS IMMINENT Enabled When ticket state is pending and severity is >="Sev 2/Major" and ticket's last update age is 55 None None and ticket is not updated and notify selected queue members Roger Kint, Dave Kahane, Jeff Rabin MAJOR UPDATE SLA VIOLATION IS IMMINENT. Attend to ticket immediately.

Network

Engineering

MAJOR UPDATE SLA VIOLATION HAS OCCURRED Enabled When ticket state is pending and severity is >="Sev 2/Major" and ticket's last update age is None 1 None and ticket is not updated and notify selected queue members Roger Kint MAJOR UPDATE SLA VIOLATION HAS OCCURRED

Network

Engineering

MINOR UPDATE SLA VIOLATION IS IMMINENT Enabled When ticket state is pending and severity is >="Sev 3/Minor" and ticket's last update age is 55 3 None and ticket is not updated and notify selected queue members Roger Kint, Dave Kahane, Jeff Rabin MINOR UPDATE SLA VIOLATION IS IMMINENT. Attend to ticket immediately.

Network

Engineering

MINOR UPDATE SLA VIOLATION HAS OCCURRED Enabled When ticket state is pending and severity is >="Sev 3/Minor" and ticket's last update age is None 4 None and ticket is not updated and notify selected queue members Roger Kint MINOR UPDATE SLA VIOLATION HAS OCCURRED

Network

Engineering

NOTICE UPDATE SLA VIOLATION IS IMMINENT Enabled When ticket state is pending and severity is >="Sev 4/Notice" and ticket's last update age is 55 23 None and ticket is not updated and notify selected queue members Roger Kint, Dave Kahane, Jeff Rabin NOTICE UPDATE SLA VIOLATION IS IMMINENT. Attend to ticket immediately.

Network

Engineering

NOTICE UPDATE SLA VIOLATION HAS OCCURRED Enabled When ticket state is pending and severity is >="Sev 4/Notice" and ticket's last update age is None None 1 and ticket is not updated and notify selected queue members Roger Kint NOTICE UPDATE SLA VIOLATION HAS OCCURRED

Network

Engineering

HEALTHY UPDATE SLA VIOLATION IS IMMINENT Enabled When ticket state is pending and severity is >="Sev 5/Healthy" and ticket's last update age is 55 23 2 and ticket is not updated and notify selected queue members Roger Kint, Dave Kahane, Jeff Rabin

HEALTHY UPDATE SLA VIOLATION IS IMMINENT. Attend to ticket immediately.

Network

Engineering

HEALTHY UPDATE SLA VIOLATION HAS OCCURRED Enabled When ticket state is pending and severity is >="Sev 5/Healthy" and ticket's last update age is None None 3 and ticket is not updated and notify selected queue members Roger Kint HEALTHY UPDATE SLA VIOLATION HAS OCCURRED

Escalation Policies for Windows Engineering Ticket Queue

From the section on escalation policies, perform steps 2- 5 for each of the remaining ten escalation policies for the Windows Engineering ticket queue. Use the values in the table below. If a field is not specified in the table below, accept the default value for the field.

For Ticket Queue Policy Name State Ticket Status Ticket Severity Age Type Minutes Hours Days User Action Notify Action Members Add Message

Windows Engineering

CRITICAL UPDATE SLA VIOLATION IS IMMINENT Enabled When ticket state is pending and severity is >="Sev 1/Critical" and ticket's last update age is 30 None None and ticket is not updated and notify selected queue members Fred Fenster, Roger Kint CRITICAL UPDATE SLA VIOLATION IS IMMINENT. Attend to ticket immediately.
Windows Engineering CRITICAL UPDATE SLA VIOLATION HAS OCCURRED Enabled When ticket state is pending and severity is >="Sev 1/Critical" and ticket's last update age is 35 None None and ticket is not updated and notify selected queue members Roger Kint CRITICAL UPDATE SLA VIOLATION HAS OCCURRED
Windows Engineering MAJOR UPDATE SLA VIOLATION IS IMMINENT Enabled When ticket state is pending and severity is >="Sev 2/Major" and ticket's last update age is 55 None None and ticket is not updated and notify selected queue members Fred Fenster, Roger Kint MAJOR UPDATE SLA VIOLATION IS IMMINENT. Attend to ticket immediately.
Windows Engineering MAJOR UPDATE SLA VIOLATION HAS OCCURRED Enabled When ticket state is pending and severity is >="Sev 2/Major" and ticket's last update age is None 1 None and ticket is not updated and notify selected queue members Roger Kint MAJOR UPDATE SLA VIOLATION HAS OCCURRED
Windows Engineering MINOR UPDATE SLA VIOLATION IS IMMINENT Enabled When ticket state is pending and severity is >="Sev 3/Minor" and ticket's last update age is 55 3 None and ticket is not updated and notify selected queue members Fred Fenster, Roger Kint MINOR UPDATE SLA VIOLATION IS IMMINENT. Attend to ticket immediately.
Windows Engineering MINOR UPDATE SLA VIOLATION HAS OCCURRED Enabled When ticket state is pending and severity is >="Sev 3/Minor" and ticket's last update age is None 4 None and ticket is not updated and notify selected queue members Roger Kint MINOR UPDATE SLA VIOLATION HAS OCCURRED
Windows Engineering NOTICE UPDATE SLA VIOLATION IS IMMINENT Enabled When ticket state is pending and severity is >="Sev 4/Notice" and ticket's last update age is 55 23 None and ticket is not updated and notify selected queue members Fred Fenster, Roger Kint NOTICE UPDATE SLA VIOLATION IS IMMINENT. Attend to ticket immediately.
Windows Engineering NOTICE UPDATE SLA VIOLATION HAS OCCURRED Enabled When ticket state is pending and severity is >="Sev 4/Notice" and ticket's last update age is None None 1 and ticket is not updated and notify selected queue members Roger Kint NOTICE UPDATE SLA VIOLATION HAS OCCURRED
Windows Engineering HEALTHY UPDATE SLA VIOLATION IS IMMINENT Enabled When ticket state is pending and severity is >="Sev 5/Healthy" and ticket's last update age is 55 23 2 and ticket is not updated and notify selected queue members Fred Fenster, Roger Kint HEALTHY UPDATE SLA VIOLATION IS IMMINENT. Attend to ticket immediately.
Windows Engineering HEALTHY UPDATE SLA VIOLATION HAS OCCURRED Enabled When ticket state is pending and severity is >="Sev 5/Healthy" and ticket's last update age is None None 3 and ticket is not updated and notify selected queue members Roger Kint HEALTHY UPDATE SLA VIOLATION HAS OCCURRED