Service Desk

Escalation Rules

New Escalation Rule

This page allows you to build or edit an escalation rule. The page is composed of three sections, which determine:



You can also name the escalation rule and choose if it's enabled or not. An escalation rule which is not enabled does not run.


Make sure to click Save rule at the bottom of the page when you are finished.



Which service records are escalated?


The top section of the page allows you to determine the exact scenario in which an SR is escalated. The escalation rule only affects SRs that meet all of the requirements you specify here. Using the drop-down menus and the query builder, you make the criteria as granular as you like in determining exactly which SRs are affected.


 This escalation rule affects all active incidents with a priority set to "Highest" and

 assigned to the "IT G" admin group, and have never been reopened


When are the service records escalated?


After having determined which service records to escalate, you must then determine when they will escalate. You have three choices:


  1. X hours/minutes after a specific time. The drop-down list includes a selection of date fields from the SR form.
  2. X hours/minutes before a specific time. The drop-down list includes a selection of date fields from the SR form.
  3. After X amount of time has passed on a particular timer. The drop-down list includes all timers you've configured under Settings > Service Desk > Timers.


Note: Escalation rules are triggered within a five minute (On-Premises) or ten minute (Cloud) window of the time you specify here. All times are calculated according to the operating times of the SR's request user.




Alternatively you can use the Mode drop-down to set escalation rules to trigger every time a ticket is updated or when a ticket is created.



What happens when the service records escalate?


When an escalation rule escalates an SR, you can set any number of things to occur. You can:

The action builder allows you to change any field on a service record at the time that it escalates.


To set a new action for the escalation rule

  1. Click Action Builder.
  2. Choose the field(s) you would like to change.
  3. Enter the new value for the field.
  4. Click Create Filter.

Notice that unlike other places the Expression Builder appears, this time you can only select the And statement. All actions you specify are carried out at the time the escalation rule runs. Any data that was previously in the field is overwritten.


 This escalation rule emails the three parties indicated by the check boxes, as well as Joe,

 who appears in the "Notify" field. It changes the priority of the service record to Very High,

 and changes the admin group to "2nd level support." The escalation level is set to 15.