Example 4: Open Issue Still Unassigned and Supposed to Start within 30 Minutes
The next example shows a more complex escalation: If an open issue (not resolved or closed) is scheduled to start within the next 30 minutes, and that issue has not been assigned yet, send an alert to the Project Admin(s) and issue Supervisors (if any).
Figure: Escalation Issue Assignment Schematic
The group predicate applies to issues with Status not Resolved or Closed and Assigned to unset.
Figure: Issue Assignment Form
The escalation rule is anchored at the field Start Date
Figure: Escalation Rule and Start Date
The field Start Date differs from Submitted at used in the previous examples in two aspects:
• It is an optional field and may not contain a value.
• It is mutable and can be updated at any time.
If the anchor field of an escalation rule does not contain a value, the escalation rule is ignored for this issue.
If the value of an escalation anchor field changes, the escalation will be rescheduled.
If the rescheduled date is after the old escalation date, the escalation will fire (again) at the new or later date, even if it has already been fired before.