We are planning to configures automatic CA Service desk Tickets Escalations matrix in CA service Desk 17.0 on time basis.
Please share related documents and steps to configure same .
Currently SDM 17.0 is integrated with CA Spectrum 10.2 and auto ticketing is working.
Ravi, I think you can use the service types associated with priorities. Out of box, there are service types for the pri=1/2/3 tickets(you can see this from Administration->Service Desk->application data->codes->priorities). You could modify these and add some custom service types for the pri=4/5/none such that certain actions, including escalation by raise priority, will be scheduled according to the time line. That way, you have a "escalation matrix". Thanks _Chi
To substantiate what Chi_Chen said, have a look at the documentation on the below link:
Manage Service Type and Service Type Events - CA Service Management - 17.1 - CA Technologies Documentation
There are already OOTB events that escalate the priority. So you can simply incorporate and use them in your Service Type (aka SLA) definition.
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