SD 5.1, Database: MSSQL 2005 WITH SP2 OS: WINDOWS SERVER 2003 ENTERPRISE EDITION.
whenever anybody creates any incident. If it is not resolved within 4 hours, escalate to somebody, if he is not doing within 6hours then again escalate to somebody. Atleat escalate to most senior person. How it can be done automatically. PLease send me any doc for same at firstname.lastname@example.org Regds, Rahul
The only way I know of to even attempt this is to build database rules that re-evaluate after X hours. The problem with this is it very rapidly queues up scheduled tasks. We have ONE rule that fires a maximum of one time during a ticket's life. That rule has stacked up so many scheduled tasks, that our entire OVSD 5.1 implementation is ruined.
For months now we've been wrestling with rules that don't seem to trigger, and thus don't fire. I'd say about 10% of all our business logic is currently misfiring, but its been as bad as 75%.
I really don't think OVSD 5.1 has the flexibility to offer you this functionality, and if it does, it most certainly does not have the endurance to maintain the solution for long.
Before you let them con you into buying anything extra, get on the phone with C&I, Support, or whoever's word is gospel over at HP these days. Be absolutely, positively, 110%, swear-on-your-mother's-grave sure that you'll be able to do what you want with the SLM module engaged. If I were in your shoes I'd demand a working proof of concept demonstrated on a test system before I put one red penny on the table.
Make 'em work for those dollars Rahul. Don't think for a second that they're above selling you something they know won't suit your needs.