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.

For details, refer to:

To create an escalation notification:

  1. Create the rule and escalation notification that will be sent when the escalation conditions become true. This process is the same as creating a standard notification, except you must select the Escalation check box on the General tab.
  2. Save your changes to the escalation notification.
  3. Create or edit the notification from which you want escalations to be sent. (For guidance, refer to Creating Standard Notifications.)
  4. Select the Escalations tab.
  5. In the Termination Rule area, select or create a rule that prevents the escalation notification from generating. In the example above, the Termination rule might be "Item Is Resolved." For details, refer to About Rules and Conditions.
  6. In the Escalation Parameters section, select the Escalation check box.
  7. In the After area, specify a time interval for escalation. For example, if you specify "3 days," and the Termination rule is not met and three days pass, an escalation is sent.
  8. To apply a specific set of hours to the escalation period, select a calendar from the list. For details on using calendars, refer to About Calendars.
  9. From the Invoke list, select the escalation notification you created in steps 1 through 3. In the example above, you would select "Critical Issue Is Not Resolved." (If you have not yet created this notification, click the plus sign.)
    Tip: Be sure to verify that users are subscribed to both this notification and the escalation notification selected in the Invoke list. Also, verify that subscribers have permissions to view the items on which the escalation is based.
  10. Save your changes.