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Overview

Typically, event escalation includes at least these three escalation processes:

This section describes sample escalation processes for acknowledging and clearing events, and includes an example of an automation policy that notifies staff if an event has not been acknowledged.

Sample Escalation Process for Acknowledging Events

The following is a sample escalation process for acknowledging critical events:

Image of a sample escalation process for acknowledging Critical Events

 

For major and minor events, the escalation process is similar, except that the time limit for each escalation is longer than the escalations for critical events.

Sample Escalation Process for Clearing Events

The following is a sample escalation process for clearing critical events:

Image of a sample escalation process for clearing Critical Events

 

For major and minor events, the escalation process is similar, except that the time limit for each escalation is longer than the escalations for critical events.

Defining Escalation Policies

SL1 includes the Automation Policy Editor and the Action Policy Editor, which allow you to define escalation policies based upon event severity, elapsed time, and event status (for example, event acknowledged, ticket assigned, event cleared). When specified conditions are met, SL1 automatically performs one or more actions. The action in this example notifies specified team members through email.

For details on defining automation, see the section on Run Book Automation.

Example Escalation Policy for Event Acknowledgment

This section shows how to use the Automation Policy Editor and Action Policy Editor to create an escalation policy for event acknowledgment.

Creating the Action Policy

Using the escalation processes from the section on Sample Escalation Processes for Event Acknowledgment, you can first create an action policy that sends an email message to the Director of Operations.

To create this action policy:

Image of the Action Policy Manager page

Image of the Action Policy Editor page

To create additional action policies for all the steps in section on Sample Escalation Processes for Event Acknowledgment, perform the steps above, but supply the following values:

Action Name Available Emails
event_escalation_CS_rep Select the appropriate email address for a Customer Satisfaction Representative. If you want to see the emails that result from this action policy, you can select your own email address in this field.
event_escalation_Dir_of_CS Select the appropriate email address for the Director of Customer Service.
event_escalation_tier3 Select the appropriate email address for a Tier-3 Support Representative.
event_escalation_chief_eng Select the appropriate email address for a Chief Engineer.
event_escalation_Dir_of_Impl Select the appropriate email address for a Director of Implementation.
event_escalation_VP_of_Service Select the appropriate email address for a Vice President of Service Delivery.

Creating the Automation Policy

Using the escalation processes from the section on Sample Escalation Processes for Event Acknowledgment, you can create an automation policy that sends an email to the Director of Operations when an event has not been acknowledged for 10 minutes.

To create this automation policy:

Image of the Automation Policy Manager page

Image of an example Automation Policy Editor page

To create additional automation policies for all the steps in the section on Sample Escalation Processes for Event Acknowledgment, perform the steps above, but supply the following values:

Policy Name Elapsed Time Available Actions
event_not_acknowleged_20_minutes and 20 minutes have elapsed. event_escalation_CS_rep
event_not_acknowleged_30_minutes and 30 minutes have elapsed. event_escalation_Dir_of_CS
event_not_acknowleged_45_minutes and 45 minutes have elapsed. event_escalation_tier3
event_not_acknowleged_60_minutes and 1 hour has elapsed event_escalation_chief_eng
event_not_acknowleged_90_minutes and 1 hour 30 minutes has elapsed event_escalation_Dir_of_Impl
event_not_acknowleged_120_minutes and 2 hours has elapsed. event_escalation_VP_of_Service

Example Email and Example Logs

When the system generates an event with a severity of "Critical" and the event is not acknowledged within 10 minutes, the system automatically sends an email, as defined in the example policy above.

Image of sample Critical Event email

In the Event Console, you can view the escalation actions by clicking the mail icon () for a critical event:

Image of escalation events on the Event Console

The user interface displays the Event Actions Log page, where you can view a record of the escalation action:

Image of Event Actions Log page

See Also

Action Policies

Automation Policies

Responding to Events