5 Replies Latest reply on May 9, 2016 11:15 PM by [email protected]

Escalation exception not working

[email protected] Apr 26, 2016 12:01 AM

Hi all,

we have special Incidents for an external partner. Incidents created in HEAT, communication per Mail.

Ticket created in Heat -> automatic Mail to the Partner -> Waiting until the partner resolved the incident and writes an e-mail with the resolution to the system.

I would like to disable the escalation schedule for these Incidents. They have one special Service. I created an exception in the Incident Resolution schedule for this Service.

No Action should run on breach, but this exception is not working. Why?

Could anyone help me please?

1. Re: Escalation exception not working

florian1 Apr 29, 2016 2:56 AM (in response to [email protected])

Can you provide us a screenshot of this?
I don't see why this shouldn't work.. ;-)
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2. Re: Escalation exception not working

[email protected] Apr 29, 2016 3:24 AM (in response to florian1)

The Incident with the Service "pA Hotline Call" should not escalate.
There are no actions which run on breach, but the system sends the escalation mails.

Thanks
Florian
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3. Re: Escalation exception not working

Juergen Voelkening May 9, 2016 6:25 AM (in response to [email protected])

Have you tried to disable the schedule? This works fine on Service Requests, but I don't know if it works here..

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4. Re: Escalation exception not working

dcogny May 9, 2016 6:56 AM (in response to Juergen Voelkening)

Yes, the "Schedule is enabled" option is there also for Incidents.

Florian. right now you don't have warning levels, but, as you can see on your screenshot, the Incident still has 8 days to be resolved. If you select "pA Hotline Call" and click on "Set Thresholds" you will have the option to de-select the Schedule and "pA Hotline Call" Time will appear as N/A.

Or instead of removing the Schedule you can choose to leave the breaching (I see you have different days according to the Priority) and just don't do anything (We have it right now like that, it allow us to keep track of breachings by checking ourselves, but we don't want the system to do anything):

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5. Re: Escalation exception not working

[email protected] May 9, 2016 11:15 PM (in response to dcogny)

Thank you guys,

now it is like I want.

Wish a nice day
Florian
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