Using Escalation Acknowledgment
The Escalation Acknowledgment view lists escalations that are pending acknowledgment for the logged-in user. Acknowledging an escalation stops further escalation notifications for that event. To set up escalation rules, refer to Using Escalation Manager.
note
The ocadm user sees all pending escalations across all users. Other users see only escalations assigned to them.
Opening the view
To open the Escalation Acknowledgment view, use either of the following methods:
- In Enterprise Manager, go to Operation and select Escalation Acknowledgment.
- Select the Escalation Acknowledgment button on the information bar.
If escalations are waiting when you log in to Enterprise Manager, the Escalation Acknowledgment dialog opens automatically.
Columns
The view displays the following columns for each unacknowledged escalation:
| Column | Description |
|---|---|
| Date | The date and time the escalation was generated. |
| Notification | The subject of the email notification pending acknowledgment. |
| Escalation Level | The current level of the escalation, as defined in the rule sequence. |
| Status | The current acknowledgment state. See Status values below. |
Status values
| Status | Description |
|---|---|
| Pending | The escalation is awaiting acknowledgment and has been sent to one or more user groups defined in the escalation rule. |
| Exhausted | The escalation has been sent to all user groups in the rule sequence but has not been acknowledged. |
Actions
- Select a row — Highlights the escalation. Select the option in the Date column to mark it for acknowledgment.
- Double-click a row — Opens the full notification message in a details dialog. You can copy the message to the clipboard or open it in an external text editor.
- Acknowledge button — Acknowledges all selected escalations and removes them from the list. The button is enabled only when at least one escalation is selected.