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SLA escalation matrix

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Posted on by Gautam_Shandilya

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Dear members,

Please help me with below query:

I want to define an SLA

Total time duration of failure will be 120 hours

and SLA KPI will be on case resolution

but:-

Case 1-if pending with user 1: and if breached ( on completion of 120 hours)

Escalation Email to user 1 and user 2

Case 2- if user 1 assigned it to user 2 and if breached then ( on completion of 120 hours)

Escalation email to user 3 and user 4

case 3- if user 2 assigned it to user 3 and if breached then ( On completion of 120 hours)

Escalation email to user 5 and user 6

Please help me how can i define an SLA based on above condition

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veginati 225 on at

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RE: SLA escalation matrix

This could achieve this with Manager/position hirerachey. User 1 - Manger is User 2 and User 2 Manager - User 3, like that..

Send email to case owner manager and case owner manager of manager.

Let us know how it goes....
Suggested answer

veginati 225 on at

Like (0)

Report

RE: SLA escalation matrix

I could achieve this with Manager/position hirerachey. User 1 - Manger is User 2 and User 2 Manager - User 3, like that..

Send email to case owner manager and case owner manager of manager.

Let us know how it goes....

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