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Create an Escalation Rule Based on a Metric

Escalation rules in Deepser can be triggered by SLA metric thresholds, allowing automated actions when a Service Operation exceeds a defined time limit. This guide shows how to configure a metric-based escalation rule. It is intended for administrators who have already set up SLA metrics.

Scenario​

Suppose you have a "Time to Respond" metric already configured with a start condition of status "New" and a stop condition of any status other than "New". You want to automatically set the priority to high if a Service Operation remains unassigned for more than 1 hour.

Create the Rule​

  1. Navigate to System -> Service Configuration -> Escalation Rule and click Add Rule.

  2. Set Name to "Set priority high for non-assigned Service Operation after 1 hour".

  3. Set Model Alias to "DeepService -- Operation".

  4. Set Level to 0 and Next Level to 1 so each Service Operation is processed only once.

  5. Set the Cron Expression to every 5 minutes.

  6. Click Save or Apply.

Configure the Query Builders​

  1. Configure the "Escalate all Records with following Timer values (applied after the Main Filter)" query builder to match the metric threshold:

  2. Configure the "Set Records values to" query builder to set the priority:

  3. Click Save or Apply.