Create Maintenance Windows / Exclusions to Escalation Policies in SOI

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Create Maintenance Windows / Exclusions to Escalation Policies in SOI

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Article ID: 370141

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Updated On:

Products

CA Service Operations Insight (SOI)

Issue/Introduction

We want to create an escalation policy and add an exclusion at a specific time for the same escalation policy.

For example, we want to create a specific escalation policy applied to all alarms, but excluding a certain period from the schedule.

How can we ensure that the escalation policies are excluded during specific business hours?

Environment

SOI 2.4

Cause

Guidance

Resolution

The techdoc below have the steps to create policies and schedule them:

Define Escalation Policy (broadcom.com)

So there isn't any exclusion possible. But it is possible to add an "Escalation Schedule". You can create a schedule (business hours) for the period you would like the schedule to be active. On those periods where is not a active (outside defined business hours), it won't work so the alarms won't be ticketed into Service Desk during "non-business-hours".