This documentation supports the 9.0 version of Remedy Action Request System.

To view the latest version, select the version from the Product version menu.

Escalations

An escalation causes a condition to be checked on a regular basis and, depending on whether and how the condition is met, performs one or more actions. For example, an escalation can set the priority of a request to Urgent if the request is not closed within 24 hours, or send a page to a support staff member if a critical request has not been addressed in one hour.

Escalations execute on the BMC Remedy AR System server and run with administrator permissions. Unlike filters, which run in response to a specific operation, escalations run at a specific time or after a defined time interval. Also, when they run, escalations find and act on all requests that meet a qualification, while filters act on the current request if it meets a qualification.

At the time specified in the escalation, BMC Remedy AR System server searches for requests that match the escalation qualification and performs the specified escalation actions on those requests that match.

Escalations can be assigned to pools so the escalations from each pool run in parallel on separate threads within the escalation queue. To use escalation pools, you must first configure multiple threads for the escalation queue as described in Defining queues and configuring threads. If you assign an escalation to a pool that has no thread configured, the escalation is run by the first thread.

All escalations in a particular pool run on the same thread, so the execution of escalations within a pool is serialized. Escalations run in the order of their firing times, but an escalation is delayed if an escalation from the same pool is currently running. If two or more escalations have dependencies and must not run at the same time, put them into the same pool to make sure they run in sequence.

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Comments

  1. Eric Shaw

    "To use escalation pools, you must first configure multiple threads for the escalation queue as described in AR System server queues."

    This link does not take you to the configuration instructions it claims to.  Nor do the "BMC Remedy AR System Threads" or "Escalation Queue" links on that page.

    To get to anything that resembles the instructions suggested here, you have to click on the "AR System server queues" link, then the "Private queues" link, then the "Defining queues and configuring threads" link.

    The only way to find it (if you don't already know where it is) is to randomly click on links until you get there...

    Aug 03, 2016 02:13
    1. Prachi Kalyani

      Hello Eric,

      We are sorry for the inconvenience. I have updated the topic with link to the correct topic.

      Thanks,

      Prachi

      Aug 03, 2016 11:33