Our problem format

[tommy]

This is how our problem format looks like on SC3

[alhowarth]

Tommy,

I have some questions, if you don't mind, reagarding your screen dumps:

1. I assume stop alerts is refered to in the category record? Are you stopping alert stages and deadline, or alert stages only?
2. What is Suspend Continous Status?
3. What do Escalation 1,2,3 & 4 do?


Thanks,
Al

[tommy]

Tommy,

I have some questions, if you don't mind, reagarding your screen dumps:

Sure I will do my best.

1. I assume stop alerts is refered to in the category record? Are you stopping alert stages and deadline, or alert stages only?

Yes all alerts are stopped and it is done via scripts. I don't have the exact details because this was developed by my co-worker.

2. What is Suspend Continous Status?

In our helpdesk we have 2 processes that run simultanious, the escalation and customer status. All customers have different requiremnets and escalation time and customer status times are different. F.ex. on a Priority 1 escalation to level 1 is done after 15 minutes and the first customer status after 15 minutes also. Next escalation is after 2 hours and so is the cusotmer status. For priority 2 it could be that escalation is done later than the customer wants status. Now what happens sometimes is that the customer requests that we dont give them a new status until a certain time or date so we can suspend the customer status. What is suspended is the functionality the calculate when the next customer status is to be performed.

3. What do Escalation 1,2,3 & 4 do?

This indicates when the helpdesk agent has escalated the problem to the relevent person on each escalation level.

Hope all this makes sense otherwise please ask again.