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.
Escalation rules let SysAid act automatically instead of relying on someone to notice and respond manually. Common examples include:
Notifying an admin or group when a service record's SLA is about to breach, or has already breached
Reassigning a service record that's gone untouched for a set period of time
Raising the priority of a service record the longer it stays unresolved
Reopening a service record that was placed on follow-up once the follow-up date arrives
The screenshot below shows the first three rules in a sample escalation rules list:
1. SLA about to expire notifies the administrator and their direct manager an hour before a service record's due time, once its SLA is about to expire.
2. SLA expired sends the same notification a minute after due time, once the SLA has expired.
3. VIP escalation rule reassigns any active, non-merged service record from the VIP users admin group to a specific administrator and raises its priority, a minute after it's requested.
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 found at the far right of each row.
Please note:
"Out of Office" function doesn't work on Service Records assigned via an Escalation Rule
List columns
The escalation rules list includes the following columns:
Column | Description |
|---|---|
Enabled | Whether the rule is currently active. A disabled rule doesn't run. |
Rule Name | The name of the escalation rule. |
Escalation Level | The escalation level the rule assigns when it runs. See Choose an escalation level for details. |
Mode | When the rule runs: Scheduled, On every ticket update, or On initial ticket submission. See Mode for details. |
Agreement | The SLA agreement(s) the rule applies to. |
Action | Modify and Delete links for the rule. |
Description | A generated summary of the rule's criteria and actions. |
Managing escalation rules
To get here, go to Settings > Customization > Automations > 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 on creating and modifying escalation rules, see Creating a New Escalation Rule.
Related automations
Escalation rules are one of several automations available under Settings > Customization > Automations. The others are:
Email Rules: Set field values on service records created from incoming emails, based on the sender's address or the email's content.
Routing Rules: Automatically assign service records to a specific administrator or admin group based on category, company, or user group.
Escalation rules differ from both in that they run on a schedule or ticket-update trigger you define, rather than being tied to an incoming email or to routing criteria.