Creating Escalation Rule

this functionality allows creating escalation rules creating escalation rules in order 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 person responsible when the ticket is at a critical level of rupture of its sla, 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 including, changing, and deleting the escalation rule before getting started to create escalation rules, it is necessary to set the parameter 190 with value ' y '; and to register previously the contracts, employees, groups, services portfolios and the automatic action of escalation type; in the citsmart cfg file, it is necessary to configure the start monitora incidentes properties, informing the parameter true (only the operating system administrator of the application server makes this adjustment) procedure access the escalation rules functionality through the main menu processes > request and incident management > escalation rules ; click on " new "; 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); 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 last occurrence, or its limit date) action link the type of automatic action to the new rule