Managing Notifications → Working With Notifications → Creating Escalation Notifications
One notification can send another notification if action has not been taken on an item. The subsequent notification sent is referred to as an escalation notification.
For example, a critical ticket is assigned to a service technician and the "I Become the Owner of a Critical Service Ticket" notification is sent to the technician. The ticket is not resolved after three days, so a separate "Critical Issue Is Not Resolved" notification is sent to a manager. This separate notification is referred to as an escalation notification, but the escalation parameters are defined in the "I Become the Owner of a Critical Service Ticket" notification.
Escalation notifications are generated according to escalation parameters specified in an initiating notification. Therefore, escalation notifications must be created separately from their initiating notifications.
Ideally, you should create the escalation notification before you set escalation parameters in the initiating notification. You will select the escalation notification from the Invoke list when you define your escalation parameters.
To create an escalation notification:
Copyright © 2007–2015 Serena Software, Inc. All rights reserved.