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    Laura Walker
    Set up an escalation email notification
    Topic posted June 20, 2019 by Laura WalkerBlue Ribbon: 750+ Points, tagged Service Console 
    63 Views, 5 Comments
    Set up an escalation email notification
    An email notification should be sent when an incident has not been updated.

    Hi all

    I have a requirement to send an email notification to a group when an incident status has not been changed within a 2 hour period from the time it has been created.

    I attempted to accomplish this by creating two rules as per “Create a Rule that Sets the Escalation Level” documentation.   See enclosed document that shows the rules I have set up.

    The issue is that I am not receiving the email notification. 


    Is using rules to send the email notification the right approach, or is there a better way of accomplishing the task?

    I hoping that someone can help me understand how these two rules work together.  In other words, is there something else that I need to setup besides the two rules?    

    I say that because in my rule I am including an incident escalation level, which in the incidents table is null/no value.




    • Sebastiaan Draaisma

      Hi Laura

      There are different ways to do this depending on your requirement. Since you are going to mail a group I would not go for an escalation setup. The reason being that it will generate an email for every incident that will match your critera which could depending on the quantity result in people within your group simply ignorring these messages as it becomes like spam to them.

      My advice is to create a report for this with an Alert function that will give them an overview of the incidents and have this alert send to a group.

    • Laura Walker


      Thank you for your suggestion.  I though about going through the report, but would you have to actually set a schedule run every so often for the report? 


    • Sebastiaan Draaisma

      No, an Alert is slightly different. Whereas a regular schedule would send a PDF every x minutes, an Alert works by having an Exception in your report in which you specify your criteria. The Alert function will then only send the PDF when there actually is something to report on that matches your criteria.

      Have a look at this article:

    • Laura Walker

      Ahh, got it and I will try to see how it works.  thank you again.

    • Sebastiaan Draaisma

      No problem :-)
      You can use the rel_time_diff for this to get the seconds between sysdate() and last transaction and use this in your exception (or filter) when it exceeds 2 hours to highlight/include these incidents, combine it with the transaction table status change to get the latest max() timestamp for the last status change.