Post-Installation Tasks › Log in to CA SOI Interfaces › Alert Escalation

Alert Escalation

After you define service models and their associated CIs and policy, you can add escalation policy that specifies the automated actions to take in response to those conditions.

CA SOI applies escalation policy on alerts that meet the conditions specified in the policy. The following conditions are examples that require an automated action:

• Alert impact on the service
• Time since alert acknowledgment

You can configure the following automated actions:

• Send an email message to an operator or service owner
• Raise a help desk incident, running a CA Process Automation process
• Invoke a script or application to help diagnose and remedy the fault condition

Escalation policies are either global or nonglobal:

Global

Escalates all alerts that meet the policy criteria. For example, you create a global escalation policy for an IT manager who wants notification when CA SOI raises any service alert.

Nonglobal

Escalates alerts in one or more specified services or alert queues that meet the policy criteria. For example, you create a nonglobal escalation policy for a payroll service owner who wants a notification when CA SOI raises an alert against the payroll service. You can create a similar policy when an alert is added to a payroll alert queue. When CA SOI considers an alert for escalation, CA SOI evaluates the alert gainst the nonglobal policy first and then global policy.

For more information about defining and managing alert escalation policy, see the Event and Alert Management Best Practices Guide.