Difference between revisions of "Escalation Actions"
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| + | This document can now be found at its new location in the [https://docs.hornbill.com/service-portfolio/service-level-agreements/service-levels#escalation-actions Hornbill Document Library]. | ||
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| + | [[file:hornbill-document-library.png|Escalation Actions|link=https://docs.hornbill.com/service-portfolio/service-level-agreements/service-levels#escalation-actions]] | ||
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<div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;"> | <div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;"> | ||
__NOTOC__ | __NOTOC__ | ||
{| style="width:100%" | {| style="width:100%" | ||
| − | |[[Main Page|Home]] > [[Service Manager]] > [[ | + | |[[Main Page|Home]] > [[Service Manager]] > [[Service Portfolio]] > [[Service Details]] > [[Service Level Agreements]] > [[Service Levels]] > Escalation Actions |
|style="text-align:right;"|[[:Category:Service_Manager|Index]] | |style="text-align:right;"|[[:Category:Service_Manager|Index]] | ||
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== Related Articles == | == Related Articles == | ||
| − | + | :* [[Corporate_Service_Level_Agreements|Corporate Service Level Agreements]] | |
|} | |} | ||
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==Actions== | ==Actions== | ||
You can specific one or more Actions which you want to be invoked against each Escalation Event. Configure the required Actions by clicking on the icons to expose the configuration options for each action type. | You can specific one or more Actions which you want to be invoked against each Escalation Event. Configure the required Actions by clicking on the icons to expose the configuration options for each action type. | ||
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| + | :* '''Send Notification''' | ||
| + | :: This will send a Hornbill notification to the following (If this has been specified). | ||
| + | ::* Owner | ||
| + | ::* Owners Manager | ||
| + | ::* Team (Which the request is assigned to) | ||
| + | ::* Specified Recipients | ||
| + | |||
| + | :: '''Post to Timeline''' - Tick if you want the notification text to be posted on the timeline of the impacted request | ||
| + | :: '''Notification Text''' - Specify the text which will appear in the Hornbill Notification | ||
:* '''Send Reminder''' | :* '''Send Reminder''' | ||
| − | :: This will send an email to | + | :: This will send an email to the following(if this has been specified). |
| − | :: '''Mailbox''' | + | ::* Owner |
| − | '''To''' | + | ::* Owners Manager |
| − | '''Email Template''' - The Predefined Email Template which will be sent | + | ::* Team (Which the request is assigned to) |
| − | '''Subject''' | + | ::* External Email Addresses (multiple - Comma separated) |
| − | '''Escalation Text''' | + | |
| + | :: '''Mailbox''' - Name of Mailbox where the email will originate | ||
| + | :: '''To''' - The Recipient | ||
| + | :: '''Email Template''' - The Predefined Email Template which will be sent | ||
| + | :: '''Subject''' - The Email Subject | ||
| + | ::'''Escalation Text''' - The text which will appear inside the predefined email template specified above | ||
:* '''Assign''' | :* '''Assign''' | ||
:: This option will reassign the request to a specified team, and or individual analyst. | :: This option will reassign the request to a specified team, and or individual analyst. | ||
| − | :* Increase Priority by 1 | + | :* '''Increase Priority by 1''' |
:: What ever the priority is currently at, this will increase the priority by one level | :: What ever the priority is currently at, this will increase the priority by one level | ||
| − | :* Add to Board | + | :* '''Add to Board''' |
:: If you have boards configured, this option will add the request to a specified board, with the option to specify a particular list within the chosen board. If no list is specified, then the request will be added to the first (left-most) list on the Board. Typically this can be used to create a Breach Board, with lists representing the time left before the Service Level Target will be missed. More information on Boards can be found on the My boards wiki page. | :: If you have boards configured, this option will add the request to a specified board, with the option to specify a particular list within the chosen board. If no list is specified, then the request will be added to the first (left-most) list on the Board. Typically this can be used to create a Breach Board, with lists representing the time left before the Service Level Target will be missed. More information on Boards can be found on the My boards wiki page. | ||
[[Category:Service Manager]] | [[Category:Service Manager]] | ||
| + | --> | ||
| + | [[Category:HDOC]] | ||
Latest revision as of 21:02, 26 April 2024
This document can now be found at its new location in the Hornbill Document Library.
