Response level configuration: Considerations to be made when designing a process.

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    Environment:

    From 7.2.1

     

    How To:

    In this article, we are going to configure our escalations to use "status types" instead of a specific status, so as to ensure that escalation points are up-to-date if the response level is amended from different statuses.

     

    Scenario:

    When designing your process and response levels you need to think a little about how the process flow works when setting your start and stop point for the response level. Let's have a look at it with this scenario.

     

         The process

         The process in this example goes from a status of 'Open' to 'Responded' to 'With Customer' and then finally to the end status of 'Closed'.

    Incident Lifecycle.png

         The escalations

         The first escalation on our response level starts at the status 'Open' and ends at 'Closed' as described below for P3 and P4..

    Incident SLA P3 and P4.png

    1. An incident is logged and is a P3 and the clock starts running when the incident is at the 'Open' status.
    2. The incident gets to the 'With Customer' status, the priority is changed to P4 this is what happens:
      • The existing escalation points for the P3 priority are all correctly cancelled as the incident is now a P4.
      • New escalation points for the P4 are not created because these would only be created at the status of Open whereas the incident is at a status of 'With Customer'.

     

    Therefore, no escalation points are now active for this incident.

     

    Solution:

    Status types demo.png

     

    The change introduced in 7.2 onward is the ability to pick different activation status types.

    From 7.2 you can select Start, Start (and) Other, Completion or Other activation status types

    for the escalation attached as you can see on the left picture.

     

    NOTE: This feature only becomes available when the activation status field has been

    cleared as you can only pick an activation status OR an activation status type.

     

     

     

     

     

     

     

     

     

         Using our example above:

     

    The first escalation on the response level should be set to use an Activation Status Type of "Start, (and) Other."

    1. Therefore now, if an incident is logged and is a P3, the clock will still start running when the incident is at the Open status.
    2. If when the incident gets to the With Customer status and the priority is changed to P4, this is what will now happen:
      • The existing escalation points for the P3 priority are all correctly cancelled as the incident is now a P4.
      • New escalation points for the P4 are now correctly created because the With Customer status is an Other status (and the escalation

            points are set to activate at the Start (and) Other status').

     

    Additional information:

    • If you change the escalation to start at the Start or Start Other Activation Status Types then you will find that the clock will start at the time of clicking to open the new incident and not when the incident is saved / has reached the assigned status / next status as it may have done previously.
    • IMPORTANT: When you change the priority on the incident when you are at an Other status you will find that the new escalation points will calculate from when the incident was originally opened and not from the time you reached your current Other status or when the priority was changed.
    • There are instances when you will want one escalation to use the Start, Other Activation Status Type and times when you wouldn't.  An example using our example process would be if you had another escalation on the same response level which started at the Open status and ended at the Responded status.  If you had changed the Activation Status Type on this response level to Start, Other then this is what would happen:
      1. The second escalation on our response level starts at the status Start and ends at Responded.
      2. An incident is logged and is a P3 the clock starts running when the incident is at the Start status.
      3. When you pass through to the Responded status the escalation points are correctly completed.
      4. When the incident gets to the With Customer status and the priority is changed to P4 this is what happens:
        • The existing escalation points for the P3 priority are already completed as you have already passed through the Responded status.
        • However new escalation points for the P4 are now created again because the With Customer status is an Other status (and the escalation points are set to activate at the Start (and) Other status').  This is incorrect because you are further along the process and will not reach the Responded status again in order to complete these escalation points.

     

    When using this type of escalation you would leave the settings as they are to start and end only if the incident passes through an exact status.  The customer needs to be aware that the clock will only start ticking once for these escalation points when the incident is first logged and will not start again when the priority is changed.  The workaround for this (if the customer wants one) is to force the process back through the start status again each time the priority is changed.