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 |
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; |
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 |