ServiceDesk

Hi Everyone,

I'm currently performing a test on ServiceDesk 7.5 MP1. I'm excited to experience how the way it works since it said to be more stable (compare from previous releases) and much easier to configure since Symantec integrated the major workflows. However upon performing some basics on Incident request, I experienced some difficulties on escalating the incident. In 7.1 SP2, by default, there is a group Support 1 and Support 2. This 2 groups have relationship by default in which an incident can be escalated automatically by Support 1 to Support 2. In 7.5 MP1,  only "Support" group was available out of the box. I cant find a group related to Support on which an incident can be automatically escalated to a higher level. I did a few research and found that relationships can be define in users, group , etc but Implem guide did not provide much details on this functionality.

Is their a way to do the same in 7.5?

I just dont know if I just missed out something on the configuration or maybe a new term was used?

Appreciate your comment and suggestion.

Thank you in Advance.

regards,

In my org, we aren't auto escalating, but it seems like it would be simple enough to create a group (or use the built-in service managers group) and use the SLA setup and rules to assign incidents to this group after a period of time.

Hi,

I am also interested that how to use a Support 2 and how to escalate accordingly. If any one have any Idea or links can we have it here.

regards

Vicky

Vicky,

Take a look at my response to your request where I laid it out for you using routing rules. That may help.

michael.george is right, you can do escalation using the automation rules. A little setup is needed first. You'll need to create your service queues and determine which is the base support and where things escalate from there. You then need to determine how escalation happens. As Vicky asked in another post, you can escalate based on SLA, priority, Affected User, Group Membership and more. Once all the details are worked out, you just need to decide how and when you need to escalate.

You can set up rules on "OnIncidentReceived", "OnIncidentEdited" or "OnSLAMIssed" (those are the 3 I use the most) and then mix and match to get what you want. Take a look what I wrote here for more information.

Hi michaek.george,

Thank you

You are right I am working on it and get some success and will let you know if completed.

reagard

Vicky

Hi jpellet2,

I am now onright track as suggested by you and michael.george hopefully I will come with some solution

regards

I did it using the Automation rules (as michael.george and jpellete2 mentioned). Its not a perfect configuration because I prefer some task to be performed manualy (like taking the ownership) since I only have a simple workflow.

However, appreciate if someone can share with us how to use the "relationship" feature. I think it will help to automate some processes on escalation or reaasignment of the task.

Thank you