incident auto escalation - plz help a newbie
Submitted by abgrimm on 25 August, 2008 - 17:00.
I am trying to set incidents to autoescalate in priority when they are not moved from a support queue to a worker in x days.
I have attempted to do this by creating a set of tasks but I am unsure if I should be creating tasks, incident rules, or automations... thus far no configuration of the tasks I've created are working. Am I supposed to create these as tasks or should they be automations and if they are automations will they run without a trigger aside from time past?
I greatly appriciate any help.
RE: Incident auto escalation
Hi,
This is done by creating a notification policy rather than a task or a notify rule. The reason why is because tasks and notify rules are evaluated when the incident is first saved. In a notification policy you can set a schedule to run and it's based on a SQL query most of the time. This link actually talks about a very similar situation. You'll get need to play around with the settings to change it in a way so it'll apply to the condition you're looking for.
theoretical question...
would it be possible to set a notification policy to run a set of tasks on all open incidents at a set time every day or am I reaching?
RE:theoretical question
Yes you should be able to set it up to check for open incidents and on a certain time of the day. In my organization, we have a policy that checks for open incidents twice a day and then sends a reminder email of the count. We also have another one to send an alert if a ticket has not been assigned to a group within 30 min of creation.