3 Replies Latest reply on Jul 4, 2018 3:00 AM by AlasdairRobertson

    Should the Resolution Progress Bar display escalations?

    kim.martin Apprentice

      Analyst find it confusing that the Response Progress Bar for the Incident ticket does not display escalation points like the Resolution Progress Bar does.  Should the response progress bar display when the 1st, 2nd, or 3rd escalation will occur?

       

      This is an example of the Response Target.  The Met and Breach are the same and does not display when the 1st escalation occurs.

      This is an example of the Resolution Target displaying 1st escalation and breach.

      Can the response target display when the escalations occur?

       

      Thank you,


      Kim

        • 1. Re: Should the Resolution Progress Bar display escalations?
          AlasdairRobertson ITSMMVPGroup

          Sure you can add in more escalations for the response timer here are the outline instructions:

           

          • Login to AdminUI
          • Browse the left hand menu to automation tool > Escalation Schedules
          • Select the Incident Response Schedule
          • Select hte top level Incident - Response and click the Set Thresholds button
          • On the second tab you can enable more escalation points up to 3 before breach, they run incident quick actions when triggered, if you just want the escalation point with no email or alert action then just set the action to none

           

           

          Here is a link to the help as well:

           

          Working with Escalations

           

          If you are running a full SLA based system then you will need to enable the schedules but set the main breach timers in the Service.

          • 2. Re: Should the Resolution Progress Bar display escalations?
            kim.martin Apprentice

            I have 1 escalation on the Response Target, but it doesn't display in progress bar. 

             

            Thank you so much for you help.  You have helped me many times, and I truely appriciate it.

            • 3. Re: Should the Resolution Progress Bar display escalations?
              AlasdairRobertson ITSMMVPGroup

              On your form there are 2 controls that are used a Progress Bar Control (used for resolution targets) and a Response Target Control.

               

              The Response Target only shows the current level and breach the Progress Bar Control has multiple levels available.

               

              You need to switch the Response Target Control to a Progress Bar Control and configure the values/relationships for each level, write down the current values in the Response bar Control before removing it and use this and the values from the Progress Bar to work out the fields required.

               

              For Example the Level 1 Breach date will be $([link:ResponseEscLink]L1DateTime)