Conditions

You can define multiple conditions. When you have multiple conditions, all conditions must be satisfied before the corresponding actions are executed.

Note that you must select the check box adjacent to a condition; otherwise the condition is disabled.

Target Time conditions

You can define conditions based on the target response and closure times. For example, an escalation rule can escalate an issue if the issue has not been assigned to a help desk analyst within the guaranteed response time for that service level.

Alternatively, an escalation rule can send an e-mail reminder when an issue has not been resolved within the guaranteed response time.

<Field> = <Value>

For convenience, the Add Escalation Rule editor allows you to easily add conditions that test the values of up to five choice list fields.

Meets the query <Value>

For more complex conditions, you can use queries built with the Query Editor in HelpDesk Admin. Queries can use any number and type of field to determine whether to escalate an issue.