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Set up an escalation email notification

Received Response
edited Jun 20, 2019 4:00PM in Agent Desktop 5 comments


An email notification should be sent when an incident has not been updated.


Hi all

I have a requirement to send an email notification to a group when an incident status has not been changed within a 2 hour period from the time it has been created.

I attempted to accomplish this by creating two rules as per “Create a Rule that Sets the Escalation Level” documentation.   See enclosed document that shows the rules I have set up.

The issue is that I am not receiving the email notification. 


Is using rules to send the email notification the right approach, or is there a better way of accomplishing the task?


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