Incident Timescale
Use this function to configure a resolution according to a priority basis.
In the main window, click Admin > Incident Management > Incident Timescale. The Incident Timescale window displays.
1 day is equal to 24 working hours. (For more info, see Operational Hours.)
The numbers must be entered manually.
The timescale definitions for the various types of priorities are shown below.
Click in the field, and scroll the up or down arrows until the desired time interval is displayed.
Timescale Definitions
| Parameter | Hours of Support | Response Target | Resolution Target |
|---|---|---|---|
| Priority 1 – Major Incident | 24×7 |
15 minutes |
2 hours |
| Priority 2 - Critical | Business Hours |
30 minutes |
4 business hours |
|
Priority 3 - High |
Business Hours |
2 hours |
1 business day |
|
Priority 4 - Normal |
Business Hours |
1 business day |
5 business days |
Escalate
If the incident is breached during the defined time, the escalation matrix goes into effect.
| 1. | Click the drop-down list and select if the time is Before or After the defined interval. |
| 2. | Click in the field and scroll the up or down arrow until the desired time interval is displayed. |
| 3. | To send a report on an escalation, in the To field, click Add, make the applicable selections in the Send Report To dialog box, and click Save. |
| 4. | When all the escalation selections are made, click Save. |