Escalation

A ticket is escalated in the following cases:

• If the ticket has not been closed within the configured time period.
  • Ticket type PLANABLE: after expiration of the configured time period when the ticket is created.
  • Ticket type INCIDENT: after expiration of the time period configured with the ts_accepted_deadline and ts_completion_deadline parameters.
• If the ticket was accepted by a specific user, but the user did not close, reject or delegate the ticket.

An escalation group is added to the escalated ticket as an additional request and the assignment algorithm searches for a suitable user.

If there is the default escalation group DEFAULT_ESCALATION_GROUP, tickets to be escalated for which no escalation group is defined are assigned to the members of this group. Escalation groups can be assigned to the resolving groups: Assign or Remove Escalation Group.