How to auto-escalate an incident from within an SLA?

[geek1]

I have a working SLA that does everything I need it to do EXCEPT escalate the ticket. I know I have to do it by adding an event.

I looked at the available events and found
incident.escalated
incident.escalation.fired
incident.escalation.pause
incident.escalation.resume
incident.escalation.set


I tried simply adding the event with incident.escalated hoping that it'll escalate every time it hits it but it doesn't. Is there a simple way to create an escalation event that will auto-increment the incident's escalation status until it's maxed out (without it trying to go beyond the levels of escalation)?

[mwascak]

If your using the SLA graphical workflow simply use the 'set values' activity.

[ccajohnson]

After the June 2011 Preview 2 release, a new SLA Plugin has been implemented which does not use the Escalation field in the ticket, but rather shows the SLA information in the Task SLA related list. One advantage of this is you can now run more than one SLA on the same ticket. For example, you may have an SLA to call a customer back within 10 minutes of it being submitted. You also have separate SLAs based upon the priority of the incident. You do not want both of these SLAs to modify the Escalation field within the ticket because it would be confusing to the user if it changes from one Escalation value then back to a previous value.

I would suggest hiding the Escalation field on your form and training your users to look at the Task SLA list instead.

I hope this is helpful,

[#4]

actually, the "new" SLA plugin comes from long before June 2011 Preview 2.

It originated back in 2008/9, although I believe it was finally made the default for new systems installed in the Fall 2010 time-frame.