Escalation Rules
  • 27 Sep 2023
  • 1 Minute to read
  • Dark
    Light
  • PDF

Escalation Rules

  • Dark
    Light
  • PDF

Article Summary

This page shows you a list of all escalation rules that exist for your Service Desk. Escalation rules allow you to automatically perform actions on service records when predefined criteria are met.

The screenshot below shows two examples of escalation rules: the first reopens service records that have been put in a follow up status when the follow up date arrives, and the second notifies an administrator and his/her manager when a service record passes the due date.

EscalationListfilesescalationrules1.png

SysAid runs your scheduled escalation rules every five minutes during the operating times of the company to which the SR belongs.  Alternatively, you can configure escalation rules to run once when a ticket is created, or immediately after each time a ticket is saved. The escalation rules are run one by one, from top to bottom as they appear in this list. In order to change the order in which they're run, you can reorder the escalation rules using the up/down arrow buttons EscalationListfilesUp-DownarrowsUp-Downarrows.jpg found at the far right of each row.

Modifying Escalation Rules

To create a new escalation rule, click Create New Rule.
To modify an escalation rule, click Modify for that escalation rule.
To delete an escalation rule, click Delete for that escalation rule.

For further instructions for creating and modifying escalation rules, and for an explanation of the different column headers in this list, please go here.

Escalation Rules Operating Hours

When the number of hours for triggering an escalation rule is 167 or lower, SysAid calculates the hours according to the Operating Times of the Service Record's Request User 

When the number of hours is 168 (the number of hours in one week) or higher, SysAid calculates the hours in absolute time - not business hours



Was this article helpful?