Escalation Management - Configuration
You can configure the Escalation Management rules for a Tracker by completing the below steps:
1. Click the 
more menu of the tracker for which you wish to set up the escalation rules.
more menu of the tracker for which you wish to set up the escalation rules.2. Click Configure. This opens the tracker configuration page.
3. Select the Escalation tab of the tracker configuration page.
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.
Predicates or filters are typically based on the issue status. However, you can also include other issue attributes to define more specific criteria for example, to apply different escalation schedules to critical and non-critical issues based on priority or severity, or to distinguish between assigned and unassigned issues.
You can use any combination of criteria.
Ideally, escalation group predicates should be mutually exclusive. However, in some cases, an issue may belong to multiple escalation schemes at the same time.