Building Service Models › How to Build a Service Model › Create and Assign an Escalation Policy

Create and Assign an Escalation Policy

After you define service models and their associated CIs, relationships, and propagation policies, you can add escalation policy. Escalation policy specifies the automated actions to take in response to fault conditions.

Some of the conditions that require an automated response are as follows:

• Alert impact on the service
• Time since acknowledgment
• Alert attribute values
• Time spent in an alert queue

The following are common actions:

• Sending an email message to an operator or service owner
• Opening a help desk ticket
• Invoking a script or application to help diagnose and remedy the fault condition

The following kinds of escalation polices are available:

Nonglobal

Escalates alerts in one or more specified services or alert queues that meet the policy criteria. For example, you can create nonglobal escalation policy for a payroll service owner who requires a notification when an alert is raised against the payroll service. When the policy considers an alert for escalation, it evaluates the alert against the nonglobal policy first, before any global policy.

Global

Escalates all alerts that meet the policy criteria. For example, you can create global escalation policy for an IT manager who requires notification when any service alert is raised in CA SOI.

You can define escalation policy in the Operations Console or when creating or editing a service in the Service Modeler using the Alert Escalation tab.

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