You use escalations to monitor critical processes to ensure
that service providers meet the commitments in service level agreements.
Procedure
- In the Service Level Agreements application, select the
service level agreement for which you want to create an escalation.
- In the Commitments table window, select Define
Escalation for a commitment row. On the Escalation tab,
the information in the Escalation, and Escalation Points table windows
are populated from the service level agreement.
- Optional: Change the default schedule to reflect
how often you want records searched.
- Optional: Change the condition statement that
was obtained from the commitment line in the service level agreement. The condition identifies the set of records that you want the
escalation to target.
- Optional: In the Escalation Points
section, change or delete the values for the calculation calendar
if you want to use a different organization, calendar, or shift in
the calculations.
- Optional: Define an action for the service
level agreement, complete these steps:
- On the Actions tab, click New
Row.
- Specify a value for the action. The Description field, Sequence field,
and Type field are populated based on the action
that you specified.
- Optional: To define a notification, complete
these steps:
- On the Notifications sub tab,
click New Row.
- Complete one of these steps to create a notification:
Option |
Description |
To create a free-form notification |
Specify values for role or recipient, subject, and message |
To create a template-based notification |
Specify a value for the template. The Subject field
and Message field are populated based on the
template that you select. These fields could be populated with substitution
variables. For example, a subject line reads: Expiration
Notice:contract:contractnum. :contractnum is
replaced with the actual contract number. |
- Select the action to
validate the SQL conditions.
- Optional: Expand the Validation Results table
window to review and correct any validation errors.
- Save your changes to associate the escalation to the service
level agreement.