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support:kla_ticket_escalation_process
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| support:kla_ticket_escalation_process [2022/06/14 17:40] – 10.91.110.100 | support:kla_ticket_escalation_process [2022/06/15 11:41] (current) – [Overview Of Process] 10.91.110.100 | ||
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| ===== Overview Of Process ===== | ===== Overview Of Process ===== | ||
| Every time a ticket is created in the Ticketer, in the 'SNMP Trap' with the start state 'Alarm Received' | Every time a ticket is created in the Ticketer, in the 'SNMP Trap' with the start state 'Alarm Received' | ||
| - | The 'service level agreement' Groovlet executes to calculate various SLA metrics for that ticket. | + | The 'IDMS Ticket Grouping' Groovlet executes to calculate various SLA metrics for that ticket. |
| In this Groovlet is where the Ticket Escalation process is also scripted. | In this Groovlet is where the Ticket Escalation process is also scripted. | ||
support/kla_ticket_escalation_process.1655224808.txt.gz · Last modified: 2022/06/14 17:40 by 10.91.110.100
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