Incident Auto Escalation Configuration

Use this function to escalate the unsolved Incidents automatically if the configured SLA is breached.

In the main window, click Admin > Incident Management > Incident Auto Escalation Configuration. The Auto Escalation Configuration dialog box displays.

1. Select one or both of the following:
Enable Escalation to escalate the incident automatically.
Enable RoundRobin to escalate the incident based on the defined process and timestamp.
2. When a selection is made, click Save.
  Not all functions include an option to edit record line items shown in the main window.
1. Navigate to the window containing the record to edit.
2. Click the line containing the record. The applicable window or dialog box displays.
3. Make the necessary modifications.
4. Click Save or Add, as applicable.
  Deleting is a permanent action and cannot be undone. Deleting may affect other functionality and information in the application such as data in configured reports, fields in windows, selectable options, etc. Therefore, be sure to understand the potential effects before making a deletion.
1. Click the line that contains the item to delete.
2. From the Select Actions drop-down list, choose Delete. If a confirmation message is displayed, type Delete and click Deleteto confirm.