Escalation

Escalation rules allow you to automate actions when certain conditions or time thresholds are met on Service Operations. You can configure rules that send email notifications, modify entity values, generate new entities, or trigger based on SLA metrics.

Articles

• Configuring Escalation RulesLearn how to configure escalation rules to automate time-based actions on your Service Operations.
• Escalation Rule LevelsUnderstand how escalation rule levels control which rules are evaluated for each entity.
• Escalation Rule That Sends an Email NotificationConfigure escalation rules that trigger email notifications based on specific conditions.
• Configure an Escalation Rule That Generates Other EntitiesConfigure an escalation rule that generates additional entities such as internal comments.
• Configure an Escalation Rule That Modifies an EntityConfigure an escalation rule that modifies entity values such as priority based on conditions.
• Create an Escalation Rule Based on a MetricCreate an escalation rule that triggers actions based on SLA metrics such as Time to Respond.