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Excerpt

Build an Escalation

To build an Escalation that will use a Notification:

  1. Go to Admin > Escalations/Notifications > Escalations.
  2. Click the Add button to open the Escalation builder form:
    Add New Escalation form example
  3. In the Escalation form, fill in the Required fields:
  4. Escalation Name: Give the Escalation a meaningful name.
  5. "Workflow Assigned & Manager Follow-up".
  6. Start Event: Select a System, User-Defined, or SNMP Event that will begin the Escalation.
  7. Must match the Event for the Notification we'll use: "ServiceDesk Item Workflow Assigned".
  8. Add an Abort Event:
  9. From the Abort Events list, check "'"
  10. Sequences: On the Sequences tab, add at least 1 Sequence:
  11. Click the Add button on the grid's toolbar
  12. Fill in required fields:
  13. Sequence #: Any positive integer used to set the order of Sequence execution.
  14. Type: The type of action taken by the Sequence. (described here)
  15. Time To Wait: A time duration (e.g "1h 20m", "1h", "20m", "1", "1.5") that determines how long the Sequence waits to be executed on its turn.
  16. Depending on the Type you select, other Required and optional fields will appear.
  17. Click the Save New button.
  18. Continue adding Sequences by making changes in the form and clicking the smaller Save New button, or close the form.
  19. Close the form.

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  1. On the Escalations screen, click the Add button to open the Escalation builder form:Image RemovedImage Added
  2. Fill in the required fields in the header area:
    1. Escalation Name: "Abort Escalations on SD Void"
    2. Start Event: "ServiceDesk Item Status Changed"
  3. Add a Sequence by clicking the Add button on the Sequence tab's grid.
    1. Set Sequence # of "100"
    2. Select Esc. Sequence Event as the Type
    3. Set a Time To Wait of "5m"
    4. Give the Event a unique name (all Sequence Events must have unique names from each other, regardless whether they appear on different Escalations)
      • "SD Item Voided"
    • NOTE: You may combine Sequence Events with other Sequence items, but keep in mind when using the Sequence Event to abort a different Escalation, timing of execution is a factor.
  4. Save the Sequence & close the Sequence form.
  5. Leave the Escalation form open for the next section.

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Escalations can be used with Custom Events, as well as the predefined System Events. For information on creating your own Events, see the article on Custom Events in this wiki.

Build an Escalation for interacting with a REST API

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  1. Create a Service Host for the REST API your Organization wants to communicate with.
    New Service Host ExampleImage Modified
  2. Create an Escalation to trigger the REST API. (This Example is using a QuickTick to communicate with the external REST API)
    Escalation ExampleImage Modified
  3. Add a Sequence to the Escalation.
    Add New Escalation Sequence ExampleImage Modified
  4. Set the Escalation to Active and save.
  5. Create a Custom Event to handle the response data.
  6. Create an Escalation that will trigger from the event Escalations -> Response Received from Escalation REST API.
    Escalation ExampleImage Modified
  7. Add a Sequence to the Escalation to refer the response data to a Custom Event.
    Add New Escalation Sequence ExampleImage Modified
  8. Set the Escalation to Active and save it.

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