Difference between revisions of "Escalation, Resolution & Closure"
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The Hornbill platform is provided with an escalation engine, which can help ensure Incidents are managed and Service Level Targets are adhered too. | The Hornbill platform is provided with an escalation engine, which can help ensure Incidents are managed and Service Level Targets are adhered too. | ||
| − | Service | + | Multiple [[Set_up_Service_levels|Service Levels]] can be created to support differing Response and Resolution targets which you wish to use in your Incident processes. Resolution targets can be linked to your defined [[Set_up_Priorities| Priorities]] and both Response and Resolution timers can be configured to be started and stopped where required in your Incident processes using the Business Process Tool. |
| + | |||
| + | Each Response and Resolution timer can be configured with escalation actions before and after the defined timer targets. Escalation actions include: | ||
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| + | * Email Reminders to Incident Owner or Owner's Manager | ||
| + | * Reassignment to another Resolver Group / Analyst or Manager | ||
| + | * Promotion of the Incident onto a 'Breach' visual Board which maybe monitored by interested stakeholders in the Incident Processes | ||
===Resolution=== | ===Resolution=== | ||
===Closure=== | ===Closure=== | ||
Revision as of 20:13, 29 September 2015
Home > Service Manager > Escalation, Resolution & Closure
Introduction
Escalation Engine
The Hornbill platform is provided with an escalation engine, which can help ensure Incidents are managed and Service Level Targets are adhered too.
Multiple Service Levels can be created to support differing Response and Resolution targets which you wish to use in your Incident processes. Resolution targets can be linked to your defined Priorities and both Response and Resolution timers can be configured to be started and stopped where required in your Incident processes using the Business Process Tool.
Each Response and Resolution timer can be configured with escalation actions before and after the defined timer targets. Escalation actions include:
- Email Reminders to Incident Owner or Owner's Manager
- Reassignment to another Resolver Group / Analyst or Manager
- Promotion of the Incident onto a 'Breach' visual Board which maybe monitored by interested stakeholders in the Incident Processes