Escalation

What is escalation?

The escalation process and automatic assignment mechanism are employed in support ticket resolution. When a ticket is raised, it is initially assigned to an L1 user, if L1 cannot resolve the ticket, it is escalated to the appropriate escalation team. The escalation occurs from L1 to L2 and L3 in descending order. Automatic escalation is triggered in L1, with the system selecting a user for escalation. The escalated team provides a response time for ticket resolution, such as 50 minutes for L1 and 30 minutes for L2, allowing multiple scheduled attempts to resolve the ticket within the given time frame.

Instructions to add the escalation

• Go to Infraon Configuration> Infraon Automation> Escalation

• Click the ‘Add’ Button

To the ‘Escalation’ page. Refer to the table for information.

Label	Action	Description/Example
Escalation Name	Add your Escalation name	The process of automatically routing or notifying higher-level authorities or individuals when certain conditions or thresholds are met, ensuring timely attention to critical issues or tasks.
Priority	Select the priority from the dropdown	Prioritize the ticket, critical, high, or medium also you can select all
Team Name	Select the team from the dropdown	Team Name refers to the designated identifier given to a specific team or group responsible for handling escalated issues or tasks within the system.
When	Select from the dropdown	The ticket not resolved option is available and the user should select the option while creating the escalation.

Click the ‘Submit’ button.

Note: An automated escalation and assignment process in a multi-level support system consists of three levels. When creating an escalation, the priority is selected, and the system automatically assigns the first available assignee.

For Example: Here are three options: After 25 minutes (L2), changing the assignee, notifying without assigning or notifying, and changing the assignee to L2. After 30 minutes, the assignee is changed to L3; after 60 minutes, it is changed to L4. If a ticket is raised with an L1 user, after 25 minutes, the system triggers an email to automatically assign an L2 user from the pool of available options.