Enhancements in CA SOI r3.2 › Alert Escalation Enhancements

Alert Escalation Enhancements

The existing CA SOI escalation capability of enacting some escalation action as a result of an alert is enhanced to support initiation of additional actions. You can initiate all actions as part of a set of operations that an escalation rule triggers. You can also initiate these actions through a manual launch-in-context operation from an appropriate alert within the Operations Console. This release supports the following escalation action enhancements:

• Lets you embed a new runtime token for the queue name and property in escalation actions, helping you control the queue where the alert is available.
• Provides integration with ServiceNow for alert and incident management.
• Lets you embed runtime tokens (for example, associated customer name and priority) for the customer information.
• Lets you create an escalation action that automatically updates a ticket in your integrated help desk product. You can also manually apply the escalation action using the Take Action right-click menu item.

Note: For more information about alert escalation enhancements, see the Event and Alert Management Best Practices Guide. For more information about ServiceNow integration, see the Implementation Guide.