Adding Escalation Rules

Steps

1

Go to Administration > Business Rules > Escalation Rules > Add.

2

Enter the number of Days, Hours and/or Minutes and from which issue event (Time Submitted or Last Activity) this new Rule is to take effect.

Last Activity is triggered only by the following events: Issue Assigned, Next Actioned or Edited; Note Added or Edited; and Task Added, Edited, Deleted or Completed.

escalation_rules1.png
3

(Optional) Define any additional conditions that apply.

4

(Optional) If you want any other actions to occur based on this Escalation Rule, define those actions.

escalation_rules2.png
5

Enter a name and process order for your new Rule.

6

Click Save.

escalation_rules3.png

(Optional) Add members to this Escalation Rule’s Email Distribution List using the Email Distribution List for Rule: popup window that opens. After all list members have been added, edit each name and check the email option, then close this popup window.

A confirmation message will appear when this process is complete.


Applies To:

Issuetrak 9.9+