Monitor Interaction Queue for Service Level Agreement Breaches

Part of Workflow(s): Service Level Agreement Monitoring (SO2.7)

Applies to User Roles: Service Desk Agent

The Service Desk Agent monitors the interaction queues for interactions with associated incidents that have not been resolved in the time specified by the Service Level Agreement (SLA). When this occurs, the Service Desk Agent begins the escalation procedure for the incident by assigning the incident to the applicable Incident Manager and assignment group based on the services affected by the incident.

To reassign breached incidents for additional analysis and diagnosis:

1. Click Service Desk > Interaction Queue or view your To Do queue.
2. In the View list, select Monitor SLA Interaction - Breached.
3. From the list, select an interaction record with a linked incident (Open - Linked) record.
4. To view the related incident, click More or the More Actions icon and select Related > Incidents > View.
5. Double-click the Incident ID.
6. Update the Assignment Group and Assignee fields based on the information in the Service and Affected CI fields.
7. In the Activities section, do the following:
   1. In the New Update Type field list, select an update type.
   2. In the New Update field. type an explanation to describe the reason for the escalation and any relevant details.
8. Click Save & Exit to return to the Interaction queue.