Re: {bb} Confusion with escalation

[Philip Clark <bblist@cannae.uklinux.net>]

On Wed, 2006-09-27 at 21:35, Ryan Novosielski wrote:
> Even if the problem has been acknowledged by someone PRIOR to the
> escalation delay? My understanding was that this is supposed to escalate
> the alert if no one deals with the problem (either repairs or
> acknowledges) prior to the escalation delay. Am I wrong?

Yes (and yes). Essentially, the only way to stop the escalation
from happening is to solve the problem. If you have two classes
of support workers (minions and overlords) and a minion picks up
a failing web server, acknowledging it globally for two hours.
Escalation ensures that the overlords are alerted if the web
server is not repaired after a specified period of time (say
30 minutes), regardless of what the minions have done.

Cheers, Phil.



-- 
A banker is a fellow who lends you his umbrella when the sun is
shining and wants it back the minute it begins to rain.
(Mark Twain)

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