Multiple Level SLA

In one of our implementation for Service Module there was a requirement to escalate case to multiple teams at different levels of time if not resolved. For example, if the case is not resolved within 2 hours then the case will need to be escalated to the owner. And if the case is still not resolved within 4 hours then the case is to be escalated to owner’s manager. Although we can perform and configure the two levels as Warning and Failure Actions, adding few more levels of SLA becomes tricky. In our earlier example if the same case is not resolved for 6 hours then the case had to be escalated to operations manager and if not resolved within 8 hours then the case had to be escalated to Operations Head.

Although, this may look simple to configure by adding two SLA levels in the Same SLA. But performing only this step will not help us achieve the solution.

Example

If case is not resolved within below hours then send an escalation email to the users

If not resolved within (hrs)	Escalate to
2	Owner
4	Owner’s Manager
6	Operations Manager
8	Operations Head

Solution

- Create an option set “Custom Level” with options and add it on the Case form (preferably under SLA section). Please note that the field needs to be displayed on the case form

- Not escalated (Default Value)

- Level 1 & 2

- Level 3 & 4

- Level 5 & 6 (create options as to how many levels of escalation needed; in our case only 4 levels are needed hence two options would suffice)

- Create SLA and add SLA Level

- Configure the SLA level with the below

- (1) Applicable Level – Check if Optionset SLA Level is Set to “Not Escalated”

- Optionally add other case attributes verification depending on the business requirement. In this case Priority is verified and Grouped together using “AND” statement.

- (2) Add success criteria. The case is escalated till this condition is met. In our example I have added Status reason = Resolved/Cancelled. This means the case will not be escalated if the case is either resolved or cancelled within the SLA time

- (3) Configure Warning Action (1 minute) and Failure Action (2 minutes). i.e add steps to send escalation emails (Warning email as first level escalation and Failure email as second level escalation)

- (4) In the failure step add a step to Update the Option set value of the case to reflect “Level 1 & 2” by adding Update as a step in Failure Action. See figure below

- Configure the Second SLA Level to check for below conditions similar to the above steps

- (1) Applicable Level – Check if Optionset SLA Level is Set to “Level 1 &2”

- (3) Configure Warning Action (3 minutes) and Failure Action (4 minutes). i.e add steps to send escalation emails (Warning email as first level escalation and Failure email as second level escalation)

- (4) In the failure step add a step to Update the Option set value of the case to reflect “Level 3 & 4” by adding Update (Case) as a step in Failure Action. See figure below