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How to configure the escalation in Incident management RRS feed

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    How to configure the escalation in Incident management,

     

    Exp : there is request which we defined the SLA for 2 hrs, if the request is not closed within the SLA it has to escalate to next level or Lead/Manager. This has to be automated.

    Please let me know how can we configure this ..

    Thank you 

         

    Krishna
    Tuesday, May 4, 2010 5:44 AM

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    Hi, you will need to build a workflow for that. You could one of those under Administration/Workflows/Configuration/Incident Event Workflow. But that you can only configure to run when a incidnet is updated or created. So it will not run exactly every 2 hour. But you can build it there to after 2 hours, related date, confiugre another status or level. Else you need to build a custom workflow outside of the console. I think Patrik will is working on a blog post about this.
    Anders Bengtsson | Microsoft MVP - Operations Manager | http://www.contoso.se
    Tuesday, May 4, 2010 6:14 AM
    Answerer
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    We will be posting a blog post about this hopefully this week on the Service Manager team blog. Stay tuned...
    Travis Wright Senior Program Manager Lead Microsoft
    Tuesday, May 4, 2010 6:17 AM
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    Great ...thanks for the update..
    Krishna
    Tuesday, May 4, 2010 6:27 AM
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    Hi

    Me and Travis wrote a solution for this that was posted a couple of days ago. Enjoy!
    http://blogs.technet.com/servicemanager/archive/2010/05/06/incident-sla-management-in-service-manager.aspx

    Patrik Sundqvist Solutions Architect @ Atea Spintop http://blogs.litware.se
    Sunday, May 9, 2010 6:30 PM
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    Is it possible to define a SLA based on the service category and Service requests..?

     

    Exp : I have two types of request, now I want define SLA for each request, for 1 type of request 30 minutes and for the other request 2 hr’s

     

    The SLA beach warning should trigger based on the category, it should not same for all the requests.

     

    Please advice

     

    Thank you  

    Krishna
    Friday, May 14, 2010 5:44 PM
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    For SCSM 2010 - and I know this isnt ideal - what you need to do is map your categories to your Impact/Urgency values.  For example 'My Mission Critical Service' is a High Urgency/High Impact incident.  This will translate into an incident with Priority = 1.  You can define that incidents that are Priority = 1 must be resolved in 30 minutes.  Make sense?
    Travis Wright Senior Program Manager Lead Microsoft
    Friday, May 14, 2010 10:41 PM
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    That's right but will not helps in defining the SLA based on categories, the SLA must be based on caterories, and every category will have there own SLA .. like : 1 category will have 1hr and other 2 hr's and other 1 day . this is must there in every Incident Management system.

    i am sure all the clients will raise this qustion, whoever is defining a SLA. 

     

     

     

      

    Krishna
    Saturday, May 15, 2010 4:17 AM
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    In the current version of SCSM there isn't a comprehensive SLA management yet.

    Out of the box in SCSM 2010 the Priority is the only factor influencing the target resolution time (Priority is based on Urgency and Impact).

    Andreas Baumgarten | H&D International Group
    Saturday, May 15, 2010 9:24 AM
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    Understood.  Think about it like this.  There are probably a relatively limited number of target resolution time ranges.  For example:

    • 30 minutes
    • 1 hour
    • 2 hours
    • 4 hours
    • 8 hours
    • 1 day
    • 2 days
    • 1 week
    • 1 month
    • 1 year

    Now map these to each of the priorities

  • Pri 1 = 30 minutes
  • Pri 2 = 1 hour
  • Pri 3 = 2 hours
  • Pri 4 = 4 hours
  • Pri 5 = 8 hours
  • Pri 6 = 1 day
  • Pri 7 = 2 days
  • Pri 8 = 1 week
  • Pri 9 = 1 month

    Now map urgency/impact to priority:

  • Urgency-High/Impact-High = Pri 1 = 30 minutes
  • Urgency-Medium/Impact-High = Pri 2 = 1 hour
  • Urgency-Low/Impact-High = Pri 3 = 2 hours
  • Urgency-High/Impact-Medium= Pri 4 = 4 hours
  • Urgency-High/Impact-Low = Pri 5 = 8 hours
  • Urgency-Medium/Impact-Medium = Pri 6 = 1 day
  • Urgency-Low/Impact-Medium = Pri 7 = 2 days
  • Urgency-Medium/Impact-Low = Pri 8 = 1 week
  • Urgency-Low/Impact-Low = Pri 9 = 1 month

    Now map your categories (or other factors such as who the incident is affecting) to Urgency/Impact:

  • Categories A, B, C = Urgency-High/Impact-High = Pri 1 = 30 minutes
  • Categories D, E = Urgency-Medium/Impact-High = Pri 2 = 1 hour
  • Categories F, G = Urgency-Low/Impact-High = Pri 3 = 2 hours
  • Category H = Urgency-High/Impact-Medium= Pri 4 = 4 hours
  • Categories I, J, K, L = Urgency-High/Impact-Low = Pri 5 = 8 hours
  • Categories M, N = Urgency-Medium/Impact-Medium = Pri 6 = 1 day
  • Categories O, P, Q = Urgency-Low/Impact-Medium = Pri 7 = 2 days
  • Categories R, S, T, U, V = Urgency-Medium/Impact-Low = Pri 8 = 1 week
  • Cateogores W, X, Y, Z = Urgency-Low/Impact-Low = Pri 9 = 1 month

    The use workflows to change the ugency and impact values using templates based on changes to the Category field.

    Each time the category changes (or is set initially) the Urgency/Impact will be set which will also set the Priority which then sets the target resolution time.

     

    • Travis Wright Senior Program Manager Lead Microsoft
Tuesday, May 18, 2010 6:45 PM
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    Hi Anders,

    when I checked Incident as Escalated, this incident is not updated when SLA time is reached and parameter "escalated" is assign to this incident?

    Thanks Jan

    Tuesday, May 25, 2010 9:36 AM
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    Your right, we can map the categories to priority, when the request is gone be hand the priority, how can we track..? there is option call escalate can we use this option to configure the automatic escalation when the request is not closed within the set priority..? My intention is to track the requests which are not closed within the priority, and the requests must be escalated to next level or the manager. Please advice
    Krishna
    Monday, June 7, 2010 8:39 AM
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    How to Remove the Incident SLA Management..?  because it’s no use to me so .. want to remove SLA Management..

     

    Please advice  

    Krishna
    Monday, June 7, 2010 10:52 AM
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    Hi, you can delete the management pack under Administration and management packs
    Anders Bengtsson | Microsoft MVP - Operations Manager | http://www.contoso.se
    Friday, June 11, 2010 6:40 AM
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    SLAs should be related to Services... not categories.

    Monday, July 19, 2010 3:31 AM
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    I think in SCSM services called has categories. 

    Krishna
    Friday, July 23, 2010 2:14 PM
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    Patrik,

    thank you for your efforts to present us this solution.

    Do you (or anybody else) see a chance to build an example for the Authoring console how to change the escalated status to active when the defined time is overdued?

    Alex

    Sunday, September 12, 2010 10:57 AM