Creating escalations for service level agreements

You use escalations to monitor critical processes to ensure that service providers meet the commitments in service level agreements.

Procedure

  1. In the Service Level Agreements application, select the service level agreement for which you want to create an escalation.
  2. In the Commitments table window, select Define Escalation for a commitment row.
    On the Escalation tab, the information in the Escalation, and Escalation Points table windows are populated from the service level agreement.
  3. Optional: Change the default schedule to reflect how often you want records searched.
  4. Optional: Change the condition statement that was obtained from the commitment line in the service level agreement.
    The condition identifies the set of records that you want the escalation to target.
  5. Optional: In the Escalation Points section, change or delete the values for the calculation calendar if you want to use a different organization, calendar, or shift in the calculations.
  6. Optional: Define an action for the service level agreement, complete these steps:
    1. On the Actions tab, click New Row.
    2. Specify a value for the action.
      The Description field, Sequence field, and Type field are populated based on the action that you specified.
  7. Optional: To define a notification, complete these steps:
    1. On the Notifications sub tab, click New Row.
    2. Complete one of these steps to create a notification:
    Option Description
    To create a free-form notification Specify values for role or recipient, subject, and message
    To create a template-based notification Specify a value for the template. The Subject field and Message field are populated based on the template that you select. These fields could be populated with substitution variables. For example, a subject line reads: Expiration Notice:contract:contractnum. :contractnum is replaced with the actual contract number.
  8. Select the Escalation > Validate Escalation action to validate the SQL conditions.
  9. Optional: Expand the Validation Results table window to review and correct any validation errors.
  10. Save your changes to associate the escalation to the service level agreement.