Escalation rule examples

Following are some common uses for escalation rules.

Raise the priority of issues

Every Monday, you want to change the value in the Priority field for open customer issues to make sure urgent issues are addressed within your service level agreements. You can create a filter for each value in the Priority field. You can then create escalation rules based on each filter to change the priority to the next highest level every Monday.

Automatically assign issues not modified within a time frame

Every Friday, you want to assign high priority issues that have not been modified in the last week to the development manager. You can create a filter that returns issues with High selected in the Priority field. You can then create an escalation rule based on the filter that assigns high priority issues to the development manager at a specific time every Friday.

Add overdue issues to a folder

Every morning, you want to add overdue issues to a folder so the development manager can review and reassign them if necessary. You can create a filter that returns issues that were last assigned with yesterday as the due date. You can then create an escalation rule based on the filter that adds overdue issues to a folder at a specific time every morning.

Email testers about aged manual test run assignments

You want to notify testers if manual test runs assigned to them are not complete within 10 days. You can create a filter that returns manual test runs with an Assign event added within the past 10 days. You can then create an escalation rule based on the filter that emails a reminder to the tester.

Send aged issue information to an external reporting system

At the end of the month, you want to send information about open issues for a specific product to an external reporting system. You can create a filter that returns open issues with the product selected in the Product field. You can then create an escalation rule based on the filter that runs a script every month to send information to the reporting system.