---
title: Creating Escalation Rule
slug: pink/creating-escalation-rule
description: Learn how to effectively manage ticket attendance and meet service level agreements by creating escalation rules. This document provides step-by-step instructions for setting parameters, registering contracts and employees, and configuring the system. Dis
docTags:
createdAt: 2021-10-27T20:28:47.000Z
---
This functionality allows **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**.
## Before getting started
To create escalation rules, it is necessary:
- [x] To set the **parameter 190** with
value '**Y**'; and
- [x] To register previously the contracts, employees, groups, services
portfolios and the automatic action of escalation type;
- [x] 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
1. Access the **Escalation Rules** functionality 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 last occurrence, or its limit date) |
| **Action** | Link the type of automatic action to the new rule |