Adding escalation rules to SLAs

Once an SLA has been set up and saved, you can add escalation rules to the SLA actions. A new escalation rule for SLAs is now available that can be set up to display a notification to the current assigned user if the Case is not progressed within the time specified in the SLA.

1. Click <My Profile> | Administration | System | Timings | Service Level Agreement.
2. Click the SLA hyperlink.
3. Click the action hyperlink. A dialog box is displayed to confirm that you want to add the rule.
4. Click OK. The new Workflow Rule page is displayed with the new SLA escalation rule. All fields are automatically completed, and the rule name is automatically generated according to the action number and severity you are creating the rule for.
5. Click Save. The escalation rule is applied to the SLA.
   You can add a notification action to the escalation rule from the current Escalation Rule tab. You must ensure the table is set to escalations and that the time column is escl_datetime. For more information, see Workflow and Quick notifications and escalation rules for more information.
6. Edit the SQL script in Trigger SQL Clause if required. The default SQL sends a notification to the assigned user if the case is not progressed within the time specified in the SLA action. For example, you can add additional conditions or remove the assigned user.
7. Click Save.