CA Service Management

  • 1.  Auto ticket escalation  in CA Service desk

    Posted Jul 12, 2018 12:59 AM

    Hi,

     

    How we can write Macro's and create events in CA Service desk for CA Service desk  auto ticket escalations.

    example ticket P1 ---resolution time is 2 hours.

     

    Auto Move  from L1 to L2 at 45 minutes .

    after that auto move to L3 at  85 Minutes.

    Please help to create macro and events .

     

    Regards,

    Ravi



  • 2.  Re: Auto ticket escalation  in CA Service desk

    Broadcom Employee
    Posted Jul 13, 2018 10:03 AM

    Ravi,

     

    A similar requirement was discussed here: How to configure Auto escalate incident 

     

    Hope this helps

    _R