Cisco Cisco Prime Service Catalog 10.0 Referencia técnica

Escalations are a process whereby a certain activity that has not been performed within the designated 
duration is flagged and sent to the appropriate performer, supervisor, or customer for resolution. 
Recipients receive notification of the delayed task in the form of an email. 

When setting up an escalation process, keep in mind the following:

Each row in the escalation list represents a tier. You can have as many tiers as you want—simply 
click Add to add another tier. (You may delete a tier by checking the corresponding check box and 
clicking Delete.)

The first tier represents the first group to be notified when a task exceeds its standard duration. The 
time—After (hours)—represents the number of hours after the due date before the notification is 
sent.

After the first notification, the time specified for subsequent tiers represent the time elapsed since 
the previous escalation. For example, if the second tier has 8 hours as the time, then 8 hours after 
the first notification is sent without a resolution triggers the second group notification.

Up to three recipients can receive an escalation notification for each tier. For each Recipient box, 
you enter a list of valid email addresses, separated by commas. Namespace references of the type 
#variable# are also permitted. For example, #Perfomer.Manager.Email# would direct the 
notification to the manager of the task performer.

For each recipient, use the corresponding drop-down box to choose the emails used to notify the 
recipients. The notifications are derived using templates created within the Administration 
module. 

Escalations are actually sent out by the Escalation Manager, which is part of the Business Engine, the 
workflow manager. By default, the Escalation Manager checks for late tasks with associated escalations 
once an hour, on the hour, during normal work hours. So, it is not quite correct to state, as above, that an 
email notification is sent after the authorization has been late for the designated number of hours. The 
notification will actually be sent the next time the Escalation Manager checks for late tasks after the 
escalation period has expired. For example, if an authorization was due at 12:30 PM, and an escalation 
notice is set to be sent 1 hour later (at 1:30 PM), the notification will actually be sent at 2 PM, the next 
time the Escalation Manager runs. 

The administrator can change Escalation Manager settings. The procedure for doing so is documented 
in 

.