Question

Escalation Rule effectiveness

  • 14 October 2022
  • 1 reply
  • 23 views
S

Hi,

I have created an rule that should trigger the action (send notification) 1 hour after the SR is created and unassigned. When an escalation rule is created or updated, does the rule affect:

  1. Tickets created after the rule was updated/created?
  2. To all existing tickets?

Cheers

 

1 reply

Maayan Karstaedt
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Userlevel 4
Badge

Hi @SChandiramani 

If the ticket meets the criteria set by the escalation rule then it will be applied no matter if ticket was created before the escalation rule or after. 

Cheers,

 

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