Service Level Management - Escalation Actions

[Martyn Houghton]

We are currently testing the new Service Level Management option, enabled in settings by the guest.app.view.ITSM.serviceDesk.enableSLM with reference to the wiki link below.

 https://wiki.hornbill.com/index.php/Transitioning_to_the_new_Service_Level_Agreement_functionality

I am just trying to work out how we implement escalation actions against the new SLM setup, or if this is not yet in place.

Cheers

Martyn

[Steven Boardman]

Hi @Martyn Houghton

The escalation actions are available with the new SLM functionality, they are defined under each Service Level Target in each Service Level Agreement.

The following wiki page details the Corporate Service Level Agreements, including the escalation actions, and the video shows where these are configured and used. 

https://wiki.hornbill.com/index.php/Corporate_Service_Level_Agreements

Hope that helps

Steve

 

[James Ainsworth]

Hi Martyn,

The one thing to look out for is that if you access a Corporate Service Level from within a Service you won't see the options for editing which includes managing escalations.   You need to modify the Corporate SLAs from the Service Level Agreement tab next to the list of services.

 

[Martyn Houghton]

@James Ainsworth, @steven boardman

Thanks, found it know. Was accessing it from my test service.

Cheers

Martyn

[Claire Holtham]

Morning, I've a query, I've read the guidance on https://wiki.hornbill.com/index.php/Escalation_Actions but it's not clear about the email templates. I have created an email template in the usual place under the entity 'Requests', and given it a Subject (including call reference) and content. However in Escalations there is a space to enter subject and message too.

Will the final result be a combination of these two things or does one supercede the other - or do need to be creating the template using a different entity?

Cheers,

Claire

[Victor]

On 2017-6-21 at 11:40 AM, Claire Holtham said:

However in Escalations there is a space to enter subject and message too

@Claire Holtham These "subject" and "message" you can fill in in escalations interface are used by this template: "ServiceLevelEscalation". If you choose to use a different template, then the  "subject" and "message" you fill in in escalations won't be used.

[Claire Holtham]

That is great. Thanks Victor!