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.
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 |