This documentation supports the 19.11 version of BMC Remedy IT Service Management Suite, which is available only to BMC Helix subscribers (SaaS).

To view an earlier version, select the version from the Product version menu.

Configuring Notification Engine escalation pools

To use escalation pools, configure the Escalation Max Threads count from the default value of 1 to 3 to take advantage of the optimized out-of-the-box Notification Engine escalation pooling.

To configure Notification Engine escalation pools

  1. From a browser open the AR System Administration Console.
  2. Click System > General > Server Information.
  3. Click the Ports and Queues tab.

  4. Click in the Max Threads cell, and then specify the number of escalation pools (for example, 3).
    The number of OOTB escalations that are provided is 6. You must specify the value for the Max Threads to a maximum of 6. However, you can specify the number of escalation pools to more than 6. For this, you must create escalations for notifications.
  5. Click OK.
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