Working with Customers › How to Create and Manage Customers › Create Escalation Policies and Alert Queues

Create Escalation Policies and Alert Queues

You can use the following customer attributes as criteria for escalation policy or alert queues:

• Customer ID
• Customer impact
• Customer name
• Customer priority
• Highest customer impact
• Highest customer priority
• Number of impacted customers

For example, you can create an alert queue with all alerts associated with customers assigned a Customer Priority higher than 8 and a Customer Impact that is Severe.

Similarly, you can create an escalation policy where a specific technician receives an email when the
Customer Impact for his or her region (where the region is the customer) is Moderate or higher.

You can also use customer-related runtime tokens in escalation actions. For more information about working with escalation policy, runtime tokens, and alert queues see the Event and Alert Management Best Practices Guide.