Hi there,
I’ve setup a problem template and a couple of unique ticket statuses restricted to this template and trying to apply multiple escalation rules to this particular template, There are 4 rules in total.
For testing purposes I’ve set each rule to be 5 minutes apart:
| Rule 1 Escalates service records with type Problem, only non-merged tickets, with category Bug, with sub-category General, with status Sent to team X. Triggers on 0 hours 10 minutes after ModifyTime. Notifies: ME!, Administrator. Escalation Level 1 |
| Rule 2 Escalates service records with type Problem, only non-merged tickets, with category Bug, with sub-category General, with status Sent to team X. Triggers on 0 hours 15 minutes after ModifyTime. Notifies: ME!, Administrator. Escalation Level 2 |
| Rule 3 Escalates service records with type Problem, only non-merged tickets, with category Bug, with sub-category General, with status Sent to team X. Triggers on 0 hours 20 minutes after ModifyTime. Notifies: ME!, Administrator. Escalation Level 3 |
| Rule 4 Escalates service records with type Problem, only non-merged tickets, with category Bug, with sub-category General, with status Sent to team X. Triggers on 0 hours 25 minutes after ModifyTime. Notifies: ME!, Administrator. Set the following fields: Admin group = Service Desk Escalation Level 4 |
From testing I’m finding that its taking approx. 30 minutes to send the notification for Rule 2 - Instead of 5 minutes? Am I overlooking something?
Best answer by iulian.olaru
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