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Escalation of incidents

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Escalation of incidents

There are two types of incident escalators available by default.

The platform has a built-in system of escalation rules which can ensure that incidents are handled speedily.

Table 1. Escalator table
Escalator Description
Service Level Agreements SLAs monitor the progress of the incident according to defined rules. As time passes, the SLA will dial up the priority of the incident, and leave a marker as to its progress. SLAs can also be used as a performance indicator for the service desk.
Set an inactivity monitor The inactivity monitors prevent incidents from slipping through the cracks by generating an event, which in turn can create an email notification or trigger a script, when an incident has gone a certain amount of time without being updated.