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7/10/2008 9:00:17 PM
4/14/2008 10:16:40 PM
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How do I set the Incident Priority Escalation Settings?

Click the “Priority Escalation” tab to define SL time limits for each priority escalation the notifications that are sent when a priority changes for the incidents the SL is associated with. Notifications are sent by email. Every incident is created from an incident template. A starting priority of the incident is defined by that incident template. Priority escalation takes place every time the SL escalation period for a certain priority exceeds. Therefore, for every available incident priority an SL time limit must be defined. After that period, incident priority is incremented. When the incident priority has reached “High” priority, there is no further escalation is performed. Thus, incident maintains in “High” priority until resolved. You enter the time in hours how long incident can be in a particular priority level before it is escalated to the next. You have to enter the SL time limit value for all the priority levels.

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