Data for Escalation Policies

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