Example Escalation Rules

Example 1

Escalate all issues with PRIORITY=P 1 and STATUS=Open if status has not changed for at least 4 hours. Keep escalating issues every two hours thereafter, as long as the STATUS and the PRIORITY remain unchanged. At every escalation, add a new COMMENT field with the specified text to the qualified issues and send the notification to all members of the escalation rule.

Field	Value
Escalation rule title	Escalate all P1 and Open Issues
Business Area	Global Area
Project	Global Project
Elapsed time	4
Frequency	2
Enabled	Checked
Action	COMMENTS = “This issue is escalated because its priority is P1 and its Status is Open”; COMMENTS &= SYSDATE;
Escalation rule criteria	STATUS = Open PRIORITY=P 1

Example 2

Escalate all Bugs issues where the SEVERITY is High, if the STATUS has not changed in at least 2 hours. Keep escalating issues every hour as long as the SEVERITY and the STATUS remain unchanged. At every escalation send notification email to the users who opt-in to the escalation rule.

Field	Value
Escalation rule title	Escalate all issues which have a High severity level for more than 4 hours
Business Area	Bugs
Project	Bugs Data
Elapsed time	2
Frequency	1
Enabled	Checked
Action	COMMENTS = COMMENTS = “This issue is being escalated because its Priority is P 1 and its Status is Open”;COMMENTS &= SYSDATE;
Escalation rule criteria	SEVERITY_LEVEL=1;

Example 3

Escalate all Customer P 2 issues 24 hours after they were due, based upon the value of a date field named due_date, if the status of the issue is Open. Set the Priority to a new value of P 1.

Field	Value
Escalation rule title	Escalate Customer P 2 Issues 1 day after creation, if they are still open
Business Area	Customer Issues
Project	Customer Issues Defaults
Date Field	Due Date
Offset	24
Frequency	24
Enabled	Checked
Action	COMMENT = “This customer issue has been escalated to P 1 as the SLA for a P 2 issue mandates the issue must be handled within 24 hours”; PRIORITY = “P 1”;
Escalation rule criteria	Status = Open