How the Dbstatus Utility Updates the Escalation Level

One function of the Dbstatus utility is updating the escalation level of answers, incidents, opportunities, and tasks.

Although the rules engine sets the escalation level for an object, Dbstatus updates the object. During one of its scheduled runs, Dbstatus notes the time, then searches the knowledge base looking for answers, incidents, opportunities, and tasks that have a scheduled escalation time less than the current time. It then updates those objects with the defined escalation level.

After Dbstatus updates the object, the rules engine reprocesses the object to see if it now matches other rules in the escalation function. This allows multiple steps of escalation based on the number of escalation levels you created.

Rules to escalate tasks, incidents, and opportunities use the configuration settings and message bases associated with the interface of the object being escalated. Answer escalations use the configuration settings and message bases of the interface from which Dbstatus runs.