Escalation Management - Configuration
You can configure the Escalation Management rules for a Tracker via Tracker
Customize Escalation:
Customize Escalation:Figure: Tracker Customize Escalation: no Escalation Yet
Escalation groups, processes and schedules are user defined:
• Which tracker items (issues) are subject of escalation,
• The escalation schedule to apply to these issues,
• The actions to execute upon a specific escalation level.
Figure: Escalation Customize Detail
An escalation group is identified by a predicate, which defines which items or issues belonging to this group. The predicate appears as a Public Tracker View and is an issue or item filter which selects the escalation group.
Typically a predicate or filter will be based on the issue status, but you are not restricted to that and can include arbitrary issue attribute criteria in a predicate or filter, e.g. to have different escalation schedules for critical and non-critical issues (by priority, severity, etc.), or to distinguish between issues that have already been assigned and those that are not assigned yet.
Any combination of criteria is possible.
Ideally, escalation group predicates should be mutually exclusive, but there may be situations where an issue participates in multiple escalation schemes at the same time.