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	Enter minutes	Specify how many minutes after which the escalation should trigger. Only numeric values are accepted.
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.