Working with Escalation Policy › How to Create Escalation Policy › Define Escalation Policy › Escalation Policy Attributes

Escalation Policy Attributes

You can define escalation policy using the following attributes:

USM Properties

Any attribute not listed in the categories that follow are USM types and properties. For USM definitions, see the USM Schema Documentation that is provided on the CA SOI Bookshelf.

Alert Properties

Acknowledged

Indicates that the alert is acknowledged.

Value: Yes or No

Assigned

Indicates the name of the operator that is assigned to the alert.

Value: String

Business Priority

Indicates the service priority.

Value: Unspecified, None, Medium, Low, High, or Critical

Category

Indicates whether this alert condition affects the quality or risk of the services it impacts.

Value: String

Message

Indicates a message entered by the operator.

Value: String

Non-Service Impacting Alert

Indicates that the alert does not impact a modeled service.

Value: Yes or No

Root Cause

Indicates if the alert is the root cause.

Value: Yes or No

Service Impact

Indicates the impact, which is calculated by multiplying alert severity and the significance of the CI to the service. When multiple services are impacted, the most affected service is displayed.

Value: Down, Moderate, None Slight, or Severe

Service Name

Indicates a service name associated with an alert.

Value: String

Severity

Indicates the alert severity that the originating domain manager assigned.

Value: Critical, Down, Major, Minor, Normal, or Unknown

Source

Indicates the domain manager where the alert originated. The format is MdrProduct_domainserver@connectorserver. For example, CA:00005_spectrohost.ca.com@spectrohost.ca.com refers to a CA Spectrum connector installed on spectrohost.ca.com monitoring a CA Spectrum instance that is installed on the same system.

Value: String

Symptom

Indicates that the root cause is a symptom.

Value: Yes or No

Ticket ID

Indicates the associated help desk ticket number.

Value: String

Unclassified

Indicates the root cause in unclassified.

Value: Yes or No

Unmanaged

Indicates if the alarm is associated with a model CI or not.

Value: Yes or No

CI User Attributes

An administrator sets the CI user attributes and the attributes are labeled 1-5. CI user attributes let you define custom CI user attributes that are not provided on the attribute list through the USM schema. For more information about setting CI user attributes, see the Implementation Guide.

Customer Properties

# Impacted Customers

Indicates the number of customers that the alert impacts. This number is based on the number of customers that are assigned to the service that an alert impacts.

Value: Number

# Impacted Services

Indicates the number of services the alert impacts, which is based on the number of services its associated CI is included in.

Value: Number

Customer ID

Indicates the customer identification number.

Value: String

Customer Impact

Indicates the alert impact to the customer.

Value: Down, Moderate, None, Severe, or Slight

Customer Name

Indicates the customer name.

Value: String

Customer Priority

Indicates the customer priority set by the administrator.

Value: 1-10 or the values configured by the administrator.

Highest Customer Impact

Indicates the highest impact that the alerts caused for an associated customer.

Value: Down, Moderate, None, Severe, or Slight

Highest Customer Priority

Indicates the highest customer priority number.

Values: 1-10 or the values configured by the administrator.