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How we can configure  automatic escalation Matrix in CA Service Desk 17.0

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  • 1.  How we can configure  automatic escalation Matrix in CA Service Desk 17.0

    Posted 07-06-2018 12:29 PM

    Hi All,

     

    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.

     

     

    Regards,

    Ravi

    8427240009



  • 2.  Re: How we can configure  automatic escalation Matrix in CA Service Desk 17.0
    Best Answer

    Posted 07-06-2018 02:09 PM

    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



  • 3.  Re: How we can configure  automatic escalation Matrix in CA Service Desk 17.0

    Posted 07-10-2018 08:16 AM

    HI Ravi,

     

    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.

     

    ===

    Kind Regards,

    Brian



  • 4.  Re: How we can configure  automatic escalation Matrix in CA Service Desk 17.0

    Posted 07-13-2018 02:13 PM

    SinghRavi 

     

    Did the information provided by Chi_Chen and Brian_Mathato answer your question?

     

    If so, please mark one of the answers as correct so that this thread can be closed.