Escalation Rule not working as expected

  • 19 May 2022
  • 1 reply

I created a new escalation rule to automatically more incident tickets to Auto Archive if the ticket has not been updated in 7 days, but it is not working as I think it should. I have the escalation level set to 10, so it should over ride any other escalation rules. Any help would be greatly appreciated.

1 reply

Userlevel 2
Hi SpireSTL,
what are your operating times? The escalation rules run according to the operating time applied for the specific service record.

So the rule can run much later than the 168 solar hours you expect if, for example, the operating time is 9am to 6am, Mon to Fri.