Escalation Rules

Articles

About Escalation Rules
Information Your system can automatically escalate and take action in issues that remain open or idle for too long through Escalation Rules . Escalation Rules help ensure Assignees and Submitters never neglect or abandon their issues, espec...
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 t...
Editing Escalation Rules
Steps 1 Go to Administration > Business Rules > Escalation Rules > List All . 2 Click the edit link next to the Escalation Rule you are modifying. 3 (Optional) Before making...
Deleting Escalation Rules
Steps BEST PRACTICE: Whenever possible, always deactivate rather than delete existing items within your system. 1 Go to Administration > Business Rules > Escalation Rules > List All . 2 Click...