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How to set the ticket create time for 30 mint on some specific alerts and CI's.

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Article ID: 202593

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Updated On:

Products

CA Service Operations Insight (SOI)

Issue/Introduction

Customer needs to set up the ticket create time for 30 minutes on some specific CI's and alerts in a queue. 

Customer already have an existing Escalation policy for the alert queue and need to have another that will create tickets after 30 minutes.

Environment

Release : 4.2

Component : Service Operations Insight (SOI) Manager

Resolution

Need to create 2 escalation policies.
One for 30 min with attribute to include the name of the CIs this policy will open tickets for.
The other escalation policy will have attribute to exclude the name of the CIs in the first policy.