I am new to LANDesk and have been asked to develop a change to our current escalation process in Incident Management. Currently if you were to escalate and Incident you would simply click the "Escalate Incident" option once a ticket has been raised and add the escalation details into a textbox, which would then be attached to the ticket. We require something a little more complex:
- Incident can only be escalated once it has passed the breach date
- There should be multiple levels of escalations (Levels 1-8). Each time an escalation is made the level should go up. Escalations levels can only go up a level, not down
- Escalations should have an owner assigned to it
- Each time an escalation level is made the time and date should be recorded
As a LANDesk process designer novice i have questions of what the best practices are to implement this. So do I implement the Escalations as collections? Can you limit the amount of collections per ticket? Should the escalation level just be an ordered list? How would the process check what escalation level it is on?
Has anyone had to make any similar type of escalation process and if so some advice would be greatly appreciated. Thanks in advance