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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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 |