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Question regarding Using Response Interval, Revalidate, and Recalculate boxes with rules

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edited Mar 19, 2019 4:34PM in General Functional Discussions 1 comment

Summary

Send Email if 15 minutes has past and no Initial Response sent.

Content

Hi I am trying to create a rule that sets the escalation Level and create a rule that triggers actions on an escalated object. The goal is to send email to the incident owner 15 minutes has past and no initial response was sent. 

Rule that sets the escalation Level

I have created an Incident Rule called "15 minutes since initial response"

IF Incident.Escalation Level equals 15 minutes since initial response 

IF Incident.Status equals Unresolved

Logical Expression 1 & 2

THEN Escalate to Level 15 minutes since initial response

+15 minutes Incident.Created

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