Understanding Tivoli Change Management Escalation Rule Types


Overview

Tasks

Included with

Tivoli Change Management administration

Overview

What are escalation rule types?

There are five different types of escalation rules. Each escalation type has a unique notification message. You can create multiple escalation rules to control when the escalation notification is sent and who receives it. With each rule, you can select a category and create a condition to limit to what changes a rule applies.

Tasks

Understanding escalation for submitted changes that are not approved

You can escalate changes that are not approved, but have a status of "Submitted." You can escalate the change to level 1 any number of days before or after the following:
  • Planned start date/time of the first schedule task
  • Date/time the change is needed
  • Date/time the approval notification was sent to each approver

Escalation to subsequent levels occurs based on the number of days after the previous escalation.

For this escalation type, you can send a notification to the following:

  • Requester
  • Implementers
  • Change administrator(s)

Note: If the time is not set, the value set for the Daily Start Time in the Preferences tab of the List Maintenance dialog box is used.

Understanding escalation for approved changes that are not complete

You can escalate the change to level one and send the notification any number of days before or after the following:

Escalation to subsequent levels occurs based on the number of days after the previous escalation.

For this escalation type, you can send a notification to the requester, assigned to (implementer), and the change administrator(s).

Understanding escalation for individual approval that has not been received You can escalate individual approvals that have not been received. Each approval escalates independently from other approvals. You can escalate the approval any number of days before or after the following:
  • Date the change is needed, as specified on the General tab of the Change dialog box
  • Planned start date of the first scheduled task
  • Date/time the original approval notification was sent

Escalation to subsequent levels occurs based on the number of days after the previous escalation.

For this escalation type, you can send notifications to the following:

  • Requester
  • Implementers
  • Change administrator(s)
  • Approver

Notifications are sent for each approval that has not been received.

Understanding escalation for tasks that have not started You can escalate tasks of approved changes that have not started (0% complete) any number of days before or after the following:
  • Planned start date for the task
  • Planned finish date for the task

Escalation to subsequent levels occurs based on the number of days after the previous escalation.

For this escalation type, you can notify the following:

  • Requester
  • Implementers
  • Change administrator
  • Task resources
Understanding escalation for started tasks that are not complete You can escalate tasks of approved changes that have started, but that are still not 100% complete. Tasks must be greater than 0% complete to be escalated. You can escalate the task any number of days before or after the following:
  • Planned start date for the task
  • Planned finish date for the task

Escalation to subsequent levels occurs based on the number of days after the previous escalation.

For this escalation type, you can send notifications to the following:

  • Requester
  • Implementers
  • Change administrator(s)
  • Task resources when a scheduled task is more than 0% complete but less than 100% complete.