Escalation Rule

 
Author
Message
SysAider
11
 
Can the Action Builder be used to increment (or decrement) a field? For example, if the SR's current escalation level is 4, can a Rule be defined to increment it to 5, and on the next run 6, and so on...?

Currently it seems like a field can only be set to a single explicit value with the Action Builder.
SysAid Product Manager Community Manager
5260
 
Hi ben8kenobi,

Currently, you can simply use the Escalation Level field outside of the Action Builder to set the escalation level of the ticket. If the rule is escalation level X, and the SR is of a lower escalation level, then the escalation rule will run and the new escalation level will be set. Will this work for you?

Thanks,
Danny
SysAider
2
 
I'm missing the mode dropdown, how can I enable it?