Setting Up Incident Escalation

Define the start and end time for a billing work week on the Service Parameters form. These fields work in conjunction with the Business Hours fields on the General Parameters form and the Business Hours check box on the Service Priority Codes form.

Define a Supervisor on the Partners form. This field applies only if using the escalation task requires a supervisor.

Use the Incident Escalation Tasks form to set up escalation activities by priority code. (You define when, how, and to whom notifications will be sent. The basis for the follow-up, late or warnings are defined on the Service Priority Codes form.) On the Incident Escalation Tasks form, you can set notification options such as these:


Option	Description
Email	Send an email to the incident owner, supervisor, SSR, contact, etc.
Status Change	Change the incident status code value.
Priority Change	Change the incident priority code value.
Text Message	Send a message to a text message service.
Create Event	Create an event to record the escalation occurrence/
Owner Change	Change the incident owner value.

On the Service Parameters form, assign a default priority code to use for all incidents.

On the Customers, Units, or Contracts forms, assign priority code default values to specific customers, units or contracts, as needed. (A priority level default can also be set for items and service types, to simplify the setting up of units and contracts.)