# 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.