Managing Escalations and SLAs

September 19, 2014

Escalation management is essential in complying with Service Level Agreements. Escalation rules can be set up on all items such as bugs, CRQs, tasks or requirements. The Kanban board can be configured to show issues in escalation that meet the pre-defined escalation criteria. Notifications can also be triggered by certain rules, events or timeframes.

Our video will show you how to:

  • Set up Escalation Management rules
  • Configure Escalation Management rules
  • Send notifications triggered by your requirements
  • Visualize and manage escalated items on the Kanban board

For more information, visit the relevant section of our Knowledge Base: Escalation Management – SLAs

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