Escalation Rules

Escalation is the process whereby ExtraView will automatically examine a set of issues, based upon time-based criteria and filters that you provide, and send notification warnings based upon any issue exceeding the time-based criteria. For example, you may want to escalate all issues that have remained with a Status value of Open, if the value is not changed within 24 hours.

Escalations in ExtraView are enabled using a background task. Escalations will not run unless this task is set up and is running. The parameters of the task include a poll interval which is the number of seconds between each time that ExtraView will run the escalation task to check for issues that should be updated to signify that they have met the rules defined for the escalation to take place. Please see the section on Managing Tasks for more information on setting up the escalation task.

Escalation rules are used to update issues based on the time spent in a given Status. This update will generate notification email, thereby notifying the issue owners.

Escalation rules may be global, i.e. they are defined in the Global Area and Global Project, or they are defined in a specific business area and project. There is no inheritance of escalation rules through the hierarchy of business areas and projects.

Each escalation can use a different Business Calendar. Each calendar can define working and non-working days, working and non-working hours. In this way the escalations you define can calculate times accurately according to your business practices. For example, your team may have an SLA that guarantees the resolution of a problem in 3 business days. A correctly defined calendar will skip weekends and holidays that your company respects.