You use actions to trigger events, such as changing status,
in a service level agreement that were defined in the escalation process.
Procedure
- In the Service Level Agreements application, select the
service level agreement for which you want to create an action.
- 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.
- On the Actions sub 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.
- Save your changes.