Help Desk Application Setup
Take a tour of quick and easy help desk setup process.
Service Request Fields
Hosted Help Desk Software Setup Escalations
Define SLAa Breach Notification Paths
This section is also optional. It is a list of people to escalate service requests to in the event that the SLA in the service request is not met. For each severity level, you have the option to enter an unlimited number of Users to receive escalation notifications. For example, you might choose the group's Supervisor, then Manager, then a Director and then a Vice President, etc. Since a Severity Level 1 requires the greatest attention, the escalation path should be very quick to a senior person in your organisation. For a Severity Level 4, the escalation path does not need to be as quick to notify a senior person because a Severity Level 4 is not an emergency.
You can select Users from the drop down menus. When a service request's Respond or Resolve time is past due, those Users will be notified via email or page according to their Personal Preferences. For the first escalation, the first User in the list will be notified. As each time period of the "Escalation Notification Frequency" passes, the next person in the "Escalation Level" list will be notified. This process continues until the last User designated is notified. Thereafter, this last User will continue to be notified every "Escalation Notification Frequency" time interval until the service request is responded to or closed.
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