You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Escalations is not Working

Received Response
edited Oct 1, 2019 6:40AM in General Technical Discussions 3 comments


Escalation for Incident.Due Date is not working


Hi All,

In my system, i am creating two rules:

Rule 1:  IF incident.Queue ID = 'XYZ' and Incident.Previous Escalation Level = 'Unspecified'


              Escalate to 'IT level 1' + 30 Mins relative to Incident. Due Date and Recalculate and Revalidate.


Rule 2: IF Escalation level = 'IT level 1' and Incident.Previous Escalation Level = 'Unspecified'


             Execute Object event Handler 'abcd'. //This is just to email about the escalation to the manager of the assigned.


The problem that i am encountering is that only the rule one is fired. Rule 2 is never fired. I am unable to figure out what could be the possible reason of this not working. I am not able to see anything in audit logs or Rule log. Not even in reports where the incidents escalation level and escalation details are columns.

Howdy, Stranger!

Log In

To view full details, sign in.


Don't have an account? Click here to get started!