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Escalation Rules  XML
Forum Index » Monitoring
 
Author Message
[Post New]11/04/2012 16:53:35
    Subject: Escalation Rules
[Up]
Jayfizze
SysAider

SysAider from release 7.5 Jamaica
Joined: 23/08/2011
Messages: 3
Offline
Hi,

I have an escalation rule set and it is working ... but the thing is that its getting a bit annoying as it keeps escalating the case even it has been updated.

How it should work

The rule is to escalate if there has not been an update after 15 minutes of it being logged


How it works
The rule escalates even if it was updated....

any ideas on how i could get this done?
[Post New]11/04/2012 19:20:51
    Subject: Re:Escalation Rules
[Up]
baucomwd
Super SysAider

SysAider from release 7.5 United States
Joined: 26/10/2011
Messages: 54
Offline
Does your rule change the value of "Escalation Rule"?
[Post New]13/04/2012 19:59:36
    Subject: Re:Escalation Rules
[Up]
Jayfizze
SysAider

SysAider from release 7.5 Jamaica
Joined: 23/08/2011
Messages: 3
Offline
Yep .... it changes the status of the case .... but i want it to track after the status has been changed.
[Post New]20/06/2012 14:28:19
    Subject: Re:Escalation Rules
[Up]
leon.shlimak
SysAid Customer Relations

Joined: 28/09/2011
Messages: 68
Offline
Hi Jayfizze.

Please check that your filtering for the rule are correct. If it works on Status=X it won't work on the same ticket if it's status has been changed to "Y"
If you don't want the rule to run more than once, you should use the "escalation level" field.

Escalation level is only important if the service request that would be escalated is already escalated. An escalation rule will only run on an escalated service request if the escalation level of the escalation rule is higher than the escalation level of the service request. For example: a service request was escalated by an escalation rule of level 10. If an escalation rule of level 5 would later be applicable, it would not run. An escalation rule of level 15, however, would run. If you choose the option "Do not escalate," the escalation rule will run continuously until something in the service request changes so that the escalation rule no longer applies. Be very careful if you use this option, especially if the escalation rule is designed to send out e-mails.
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