Severity codes
Define severity for ticket in order to grade the level of disturbance to work through an error.
To create or edit a severity code
-
In the Manager, select the Help Desk > Basic configuration data > Severity category.
-
In the result list, select the severity and run the Change main data task.
- OR -
Click 
in the result list.
-
Edit the main data.
- Save the changes.
Enter the following main data for a severity code.
Table 5: Main data for a severity code
|
Severity code |
Name of the severity code. The following severity levels are predefined:
-
000, 001, 002
-
Level 1: Critical business impact
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Level 2: Significant business impact
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Level 3: Minimal business impact
-
Level 2: Nominal business impact |
|
Description |
Text field for additional explanation. |
|
Disabled |
Specifies whether the severity level is used or disabled. |
Escalation levels
Enter escalation levels to define handling procedures for incoming tickets.
To edit or create an escalation level
-
In the Manager, select the Help desk > Basic configuration data > Escalation levels category.
-
In the result list, select the escalation level and run the Change main data task.
- OR -
Click in the result list.
-
Edit the escalation level's main data.
- Save the changes.
Enter the following main data for an escalation level.
Table 6: Main data for escalation levels
|
Escalation level |
Name of the escalation level. |
|
Description |
Text field for additional explanation. |
|
Disabled |
Specifies whether the escalation level is used or disabled. |
Escalation procedures
The escalation level helps to define which action should be started for which ticket event. Actions such as, for example:
To edit or create an escalation procedure
-
In the Manager, select the Help desk > Basic configuration data > Escalation procedures category.
-
In the result list, select the escalation procedure and run the Change main data task.
- OR -
Click in the result list.
-
Edit the escalation procedure's main data.
- Save the changes.
Enter the following main data for an escalation procedure.
Table 7: Main data for escalation procedures
|
Escalation procedure |
Name of the escalation procedure. |
|
Tickets that meet the condition |
Condition that triggers the escalation level. The condition has to be entered in SQL syntax for which a wizard is available. |
|
Event to be triggered |
The menu offers all events that you defined in the Process Editor in the Designer for the TroubleTicket base object. |
Example: Escalation procedure
If the condition specified for a ticket is Severity is 2 and priority is 2, the escalation procedure Check(Severity, Priority) is triggered. A schedule checks regularly whether a ticket has fulfilled the defined condition. If this is the case, the escalation procedure triggers the CallPrio2 event. This causes an email to be sent to the staff member dealing with the ticket.
|
Escalation procedure |
Check(severity, priority) |
|
Tickets that meet the condition |
ID_TroubleSeverity = '2' and ID_TroublePriority = '2' |
|
Event to be triggered |
CallPrio2 |
Related topics
Service agreements
A service agreement link is integrated into the help desk function that can be attached to departments, cost centers, locations, business roles, devices, and products. This allows ticket reaction and solution times to be determined automatically and escalation procedures that are connected to the service agreement to be triggered.
To create or edit a service agreements
-
In the Manager, select the Help Desk > Basic configuration data > Service agreements category.
-
In the result list, select the service agreement and run the Change main data task.
- OR -
Click in the result list.
-
Edit the main data.
- Save the changes.
Enter the following main data for a service agreement.
Table 8: Main data for service agreements
|
Service agreement |
Name of the service agreement. |
|
Manager or supervisor |
Identity responsible for the service agreement. |
|
Start date |
Date from which the service agreement applies. |
|
End date |
Date until which the service agreement applies. |
|
Response time [min] |
Reaction time in minutes after the ticket is received. |
|
Solution time [h] |
Solution time for the ticket in hours. |
|
Disabled |
Specifies whether the service agreement is in use. |
|
Description |
Description of the service agreement. |
Related topics
