Working with Escalation Policy › How to Create Escalation Policy › Create Escalation Actions

Create Escalation Actions

As an administrator, you configure escalation policy to perform any of the following automated actions:

• Notification to a technician or operator by email
• Open a help desk ticket
• Update a help desk ticket
• Run a command
• Open an announcement
• Run a CA Process Automation process
• Clear an alert

You can define actions that are tailored to your enterprise. You then assign the actions to policies. For example, you can define an action that sends notification messages to specific recipients. You can define actions during escalation policy definition or in a separate operation. After actions are defined, they are available to any escalation policy that you later define or edit. The escalation actions are also available to users on the Mobile Dashboard.

To manually apply an escalation action, you can right-click an alert and select Take Action.

Important! Before you create escalation policy actions, consider the following items:

• Verify the configuration for email, help desk applications, and CA Process Automation Server configuration.
• You can configure email notifications so that CA SOI notifies you when an escalation action fails. For more information about failure email notifications, see the Troubleshooting Guide.