Multiple Ticket Matching Criteria for Escalation Rules

Multiple Ticket Matching Criteria for Escalation Rules

To streamline your workflow and reduce administrative overhead, we have updated the Escalation Rule engine. You can now define multiple Ticket Matching Criteria within a single Escalation Rule.

Now, you can consolidate these into one rule by adding multiple criteria sets. The escalation pattern will trigger if any of the defined criteria are met.

Benefits:

  • Reduced Complexity: Fewer rules to track and manage.

  • Easier Maintenance: Update your escalation logic (timers, notifications, or actions) in one place instead of across multiple duplicate rules.

  • Cleaner Configuration: Keeps your Escalation Rules list organized and concise.

Previously, an Escalation Rule had a 1-to-1 mapping between a Ticket Matching Rule and the Escalation Rule. For example, you may have needed the same escalation pattern but for tickets that differed based on Queue: Queue=X

  • Queue=Y

In this situation, if you needed this as an exception to your Default Rule, you would need to create two separate Escalation Rules:

  • Rule X: Escalation Pattern 1
  • Rule Y: Escalation Pattern 1

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