Step 4: Configuring the escalation to link CIs with IT assets

To configure the escalation for linking CIs to assets, create an action in the Actions application and an escalation in the Escalations application.

You use the Escalations application to automatically configure a response to events. For example, you can create an escalation to change the status of a record in the receiving application if the item received has passed inspection. In the case of CI-to-asset links, you will create an escalation that links CIs to assets if the appropriate conditions are met.

When you define an escalation, you must associate it with a specific record, in this case CI records. You can then define conditions for specific attributes of a record and have the system trigger an escalation when those conditions are met. An escalation point represents a condition or threshold that must be met, and you can use one or more of these to define your escalation.

When you create an escalation point, you must associate at least one action or notification to it before you can activate the escalation. An action is an event you want the system to trigger when it finds records that meet the condition(s) defined by the escalation point, such as changing a status or an owner.

In the case of CI-to-asset linking, you define an escalation that adds an asset number to a CI record when a match is found between a CI and an IT asset.

Configuring the escalation for the CI-to-asset link includes the following tasks:
  • creating an action that specifies the action to occur when the escalation is processed
  • creating an escalation that specifies the action to take, the escalation point that triggers the action, and the schedule for processing the escalation