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