Alerts and escalation

There are several ways of providing alerts and escalations in Service Manager:

  1. Notifications: Service Manager provides a broad and deep solution to deliver notifications to incident stakeholders whenever the incident is opened, updated or closed. Administrators have complete control of the following areas in the notification engine:

    1. The notification vehicle (email, page, etc) and format

    2. The conditions on which the notification is sent

    3. The receiver of the notification

  2. Alerts: The administrator can configure alerts in the incident workflow and SLM targets. When these targets are met, specified users receive alerts and notifications.

  3. Escalation: The Escalated option in an incident record allows you to mark an incident for escalation. Once you select this option, you must specify an appropriate incident manager. After you save the incident, the incident manager and the incident assignee will then receive a notification about this escalated incident.

  4. Service Level monitoring: Alerts and escalations can be triggered through evaluation of service levels as defined in the Service Level Management module. This approach is used to set Service Level Targets and Service Level Agreements with associated actions should service levels approach breach conditions. In this way, escalation is accomplished proactively to avoid breach rather than react to breach.

Related topics

Notifications

Example: Enabling Service Level Agreement alerts

Escalate an Incident

Mark an incident for escalation

Default message classes

Default notifications