2 Replies Latest reply: Dec 14, 2010 6:30 PM by keithr RSS

    Cancel Escalation Notifications for child Incidents

    keithr Specialist

      Is it possible to 'cancel escalations' for child Incidents.

       

      This is specifically required for major Incidents that use a P1 type response level.  As P1 response levels send enterprise distribution group notifications, we do not want to generate these for child incidents.  Otherwise downgrading response levels for child incidents effects reporting.

        • 1. Re: Cancel Escalation Notifications for child Incidents
          LegoGuy SupportEmployee

          When you have it create the child incidents you could specify the response level on the window.  Then you could either use a lower priority response level that wouldn't email the enterprise, or you could create a special response level that wouldn't have any actions. 

          • 2. Re: Cancel Escalation Notifications for child Incidents
            keithr Specialist

            Hi Nephi,

             

            Hope you are well.

             

            The customer wants to use response levels when running statistics against Incidents.  For example, show me all incidents with a P1 Response level, so downgrading the response level unfortunately tampers with this.  At the moment, I have it as you suggested:  Create Child or add affected user uses a a lower priority response level.

             

            Thanks for the response though

             

            Keith