How Escalation Rules Work

While escalation rules are most commonly applied to incidents, they can also be useful for managing answers, opportunities, and tasks.

Escalation rules always come in pairs:

• The first rule creates the escalation level for any incident, answer, opportunity or task that matches the rule conditions. It tells the Dbstatus utility to set the escalation to the defined level when the time for escalation has passed.
• The second rule specifies what you want to happen after the incident, answer, opportunity or task reaches this escalation level.

For an example of escalation rules, see Escalate an Incident.

Tip: We recommend creating a separate function where you can place escalation rules. See Add a Function.