{"id":23916,"date":"2024-02-15T14:53:34","date_gmt":"2024-02-15T22:53:34","guid":{"rendered":"https:\/\/docs.extraview.com\/v25\/book\/example-escalation-rules-1\/"},"modified":"2025-02-09T14:52:21","modified_gmt":"2025-02-09T22:52:21","slug":"example-escalation-rules-1","status":"publish","type":"page","link":"https:\/\/docs.extraview.com\/v25\/extraview-25\/administration-guide-1\/operational-task-menu-1\/escalation-rules-1\/example-escalation-rules-1\/","title":{"rendered":"Example Escalation Rules"},"content":{"rendered":"

\n\tExample 1<\/h3>\n

Escalate all issues with PRIORITY<\/b>=P 1<\/em> and STATUS<\/b>=Open<\/em> if status has not changed for at least 4 hours. Keep escalating issues every two hours thereafter, as long as the STATUS<\/b> and the PRIORITY<\/b> remain unchanged. At every escalation, add a new COMMENT<\/b> field with the specified text to the qualified issues and send the notification to all members of the escalation rule.<\/p>\n\n\n\n\n\n\n\n\n\n\n\n
\n\t\t\t\tField<\/td>\n\n\t\t\t\tValue<\/td>\n<\/tr>\n
\n\t\t\t\tEscalation rule title<\/td>\n\n\t\t\t\tEscalate all P1 and Open Issues<\/td>\n<\/tr>\n
\n\t\t\t\tBusiness Area<\/td>\n\n\t\t\t\tGlobal Area<\/td>\n<\/tr>\n
\n\t\t\t\tProject<\/td>\n\n\t\t\t\tGlobal Project<\/td>\n<\/tr>\n
\n\t\t\t\tElapsed time<\/td>\n\n\t\t\t\t4<\/td>\n<\/tr>\n
\n\t\t\t\tFrequency<\/td>\n\n\t\t\t\t2<\/td>\n<\/tr>\n
\n\t\t\t\tEnabled<\/td>\n\n\t\t\t\tChecked<\/td>\n<\/tr>\n
\n\t\t\t\tAction<\/td>\n\n\t\t\t\tCOMMENTS = \u201cThis issue is escalated because its priority is P1 and its Status is Open\u201d; COMMENTS &= SYSDATE;<\/td>\n<\/tr>\n
\n\t\t\t\tEscalation rule criteria<\/td>\n\n\t\t\t\tSTATUS = Open PRIORITY=P 1<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

\n\tExample 2<\/h3>\n

Escalate all Bugs issues where the SEVERITY<\/b> is High<\/em>, if the STATUS<\/b> has not changed in at least 2 hours. Keep escalating issues every hour as long as the SEVERITY<\/b> and the STATUS<\/b> remain unchanged. At every escalation send notification email to the users who opt-in to the escalation rule.<\/p>\n\n\n\n\n\n\n\n\n\n\n\n
\n\t\t\t\tField<\/td>\n\n\t\t\t\tValue<\/td>\n<\/tr>\n
\n\t\t\t\tEscalation rule title<\/td>\n\n\t\t\t\tEscalate all issues which have a High severity level for more than 4 hours<\/td>\n<\/tr>\n
\n\t\t\t\tBusiness Area<\/td>\n\n\t\t\t\tBugs<\/td>\n<\/tr>\n
\n\t\t\t\tProject<\/td>\n\n\t\t\t\tBugs Data<\/td>\n<\/tr>\n
\n\t\t\t\tElapsed time<\/td>\n\n\t\t\t\t2<\/td>\n<\/tr>\n
\n\t\t\t\tFrequency<\/td>\n\n\t\t\t\t1<\/td>\n<\/tr>\n
\n\t\t\t\tEnabled<\/td>\n\n\t\t\t\tChecked<\/td>\n<\/tr>\n
\n\t\t\t\tAction<\/td>\n\n\t\t\t\tCOMMENTS = COMMENTS = \u201cThis issue is being escalated because its Priority is P 1 and its Status is Open\u201d;COMMENTS &= SYSDATE;<\/td>\n<\/tr>\n
\n\t\t\t\tEscalation rule criteria<\/td>\n\n\t\t\t\tSEVERITY_LEVEL=1;<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

\n\tExample 3<\/h3>\n

Escalate all Customer P 2<\/b> issues 24 hours after they were due, based upon the value of a date field named due_date<\/b>, if the status of the issue is Open<\/b>. Set the Priority<\/b> to a new value of P 1<\/b>.<\/p>\n\n\n\n\n\n\n\n\n\n\n\n\n
\n\t\t\t\tField<\/td>\n\n\t\t\t\tValue<\/td>\n<\/tr>\n
\n\t\t\t\tEscalation rule title<\/td>\n\n\t\t\t\tEscalate Customer P 2 Issues 1 day after creation, if they are still open<\/td>\n<\/tr>\n
\n\t\t\t\tBusiness Area<\/td>\n\n\t\t\t\tCustomer Issues<\/td>\n<\/tr>\n
\n\t\t\t\tProject<\/td>\n\n\t\t\t\tCustomer Issues Defaults<\/td>\n<\/tr>\n
\n\t\t\t\tDate Field<\/td>\n\n\t\t\t\tDue Date<\/td>\n<\/tr>\n
\n\t\t\t\tOffset<\/td>\n\n\t\t\t\t24<\/td>\n<\/tr>\n
\n\t\t\t\tFrequency<\/td>\n\n\t\t\t\t24<\/td>\n<\/tr>\n
\n\t\t\t\tEnabled<\/td>\n\n\t\t\t\tChecked<\/td>\n<\/tr>\n
\n\t\t\t\tAction<\/td>\n\n\t\t\t\tCOMMENT = “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”;<\/td>\n<\/tr>\n
\n\t\t\t\tEscalation rule criteria<\/td>\n\n\t\t\t\tStatus = Open<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n","protected":false},"excerpt":{"rendered":"

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…<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":23913,"menu_order":2,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"_lmt_disableupdate":"no","_lmt_disable":"","_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"footnotes":""},"class_list":["post-23916","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"\nExample Escalation Rules - Product Documentation<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/docs.extraview.com\/v25\/extraview-25\/administration-guide-1\/operational-task-menu-1\/escalation-rules-1\/example-escalation-rules-1\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Example Escalation Rules - Product Documentation\" \/>\n<meta property=\"og:description\" content=\"Example 1 Escalate all issues with PRIORITY=P 1 and STATUS=Open if status has not changed for at least 4 hours. 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