---
title: Create Escalation Rule
slug: citsmart-8-en/create-escalation-rule
description: Learn how to effectively manage ticket attendance and ensure timely resolution by implementing escalation rules. This comprehensive document offers step-by-step instructions on setting up and configuring these rules, enabling you to send notifications and
docTags: 
createdAt: 2022-01-19T23:00:18.000Z
---

This functionality allows creating escalation rules to provide a perspective of impact to the company by managing the attendance of tickets (and its requests and incidents) within a pre-established adequate time. When creating rules for the notification of the response when the ticket is at a critical level of rupture of its SLA, it is possible to avoid this through preventive actions and escalate this service to other executor groups and thus respect their time of attendance.

This feature provides a variety of actions, such as including, changing, and deleting the escalation rule.

## Before getting started

- [x] Make sure to set the parameter **190** with
   value **Y**, 
- [x] Also, previously register the contracts, employees, groups, services
   portfolios and the automatic action of escalation type.
- [x] In the file **citsmart.cfg**, configure the
   properties **START\_MONITORA\_INCIDENTES** informing the parameter **TRUE
   **(only the operating system administrator of the application server can adjust it).

## Procedure

1. Access the functionality Escalation Rules through the main menu `Processes >
    Request and Incident Management > Escalation rules`;
2. Click on "**New**";
3. Enter the general data of the Escalation Rule (Title, Status, Requester, the
    attendance Executor Group, Portfolio, and Contract to be linked to rule, and
    impact and urgency of ticket attendance);
4. Enter the specific data about the Escalation Rule:

| **Field** | **Objective**                                                                                                |
| --------- | ------------------------------------------------------------------------------------------------------------ |
| Time      | Enter the deadline for the escalation/notification of the ticket                                             |
| Format    | Enter if the rule is regarding minutes (time of the rule) or percentage (regarding the time o SLA)           |
| Condition | Select the mark of escalation/notification (if it will happen before or after the rupture of the deadline)   |
| Date      | Select the date of reference rule (the date of its creation, date of the last occurrence, or its limit date) |
| Action    | Link the type of automatic action to the new rule                                                            |