Escalation Paths
From Sit
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SiT! Manual | Administrators Guide → Escalation Paths | Chapter 4 |
The Escalation Paths feature in SiT is designed for escalating an incident to an external organisation.
Usage example
For example, an engineer has an incident about a HP printer that keeps losing the network connection and he cannot figure it out. Then this incident can be escalated to HP so that a HP engineer can try to resolve the problem.
Configuring
To configure Escalations paths, go to SiT | Control Panel | Escalation paths
On the Escalation paths page, you are able to edit existing paths, or add new ones, this page shows all information regarding the escalation paths, except if it is an internal or external path.
On the add new path page you can add the following:
- Name (required) - This is the name that will be shown in the selection box when editing the incident.
- Track URL - This is an URL for the external company, if it supports it. Example : http://incidents.company.com/yourcompany.php?incidents=%externalid%
- Home URL - Just a URL for the external company. Example : http://www.cisco.com
- Title - This is the title that goes into the Track URL. Example : Printer Repair
- Email domain - If SiT receives emails from the external company it can sort out these to the email queue.
The special token %externalid% can be used in the Track URL field and this will be replaced with the External ID on the incident.
