Escalation

Escalation allows you to configure automated SLA notifications when a ticket is close to breaching or has already breached. You can define conditions, escalation sequences, and choose who should be notified (Users, Tags, or Roles).

Escalations are configured inside an SLA Profile, and you can set multiple conditions based on SLA timers (Response/Resolution), priority, and breach status.

Configure Escalation

Label	Action	Description / Example
Condition	Click Add Another Condition	Create a new escalation rule based on SLA type (Response/Resolution), breach status (Breached / Not Breached), and priority.
When	Select SLA Type	Choose which SLA timer the condition applies to, e.g., Response.
Is	Choose Breached / Not Breached	Define whether the escalation should trigger before SLA breach or after the SLA has breached.
Priority	Select priority values	Choose the priorities (Critical/High/Medium/Low) for which escalation should apply.
Sequence	Click Add New Sequence	Add one or more escalation sequences under the same condition.
Escalate On	Select from the drop-down	Defines when an escalation is triggered based on the SLA condition. Options include Minutes and Percentage (%). When the condition is Not Breached, users can select Percentage (%) or Minutes. Percentage triggers escalation based on the configured percentage of the SLA target time (e.g., 20% of the SLA time elapsed). When the condition is breached, the unit defaults to Minutes. Escalation triggers after the specified number of minutes post-breach (for example, 5 minutes after the breach). For Percentage (%), only values between 1 and 100 are allowed. Invalid values disable the Save action and display a validation message.
Notify To – Users	Select users	Notify selected individual users. The system ensures a user receives only one notification, even if added via Tag and Users.
Notify To – Tags	Select tags	Notify all users linked to the selected Tag (e.g., L2-Support).
Notify To – Roles	Select from the role list.	Available roles: Requester, Assignee, Team, Submitter, Owner, Followers, etc. A notification is sent to the live role mapped to the ticket.

Click Save to activate the escalation configuration in the SLA profile.