Configuring escalation and reminders
You can specify several types of escalation rules and reminders for tasks and alerts. You can also specify that an alert, task or task chain can be canceled if they are not completed on time.
Escalation rules can be specified when a task or alert is not assigned or not finished in time after creation date. In this case the managers of the users in the current distribution list are informed. If the task or alert is not assigned at the time of escalation, the managers can assign it to themselves. Alternatively they can assign it to another user from the distribution list.
You can define several escalation levels. If no action is taken in the time interval specified in the escalation rule, the task or alert is escalated to the next management level.
Escalation and reminders can be specified when a task or alert is not finished before, after or at the time of its due date. For these types of events you must define an alternative distribution to users, groups, contacts, contact groups or emails. The manager hierarchy is not used in this case. When the escalation event takes place, the configured users are added to the distribution list. Then the users can take actions on this alert or task and receive future escalations. An escalation email is sent to these users:
- Users from the distribution list who have the
Send E-mail
flag turned on. - Users that are configured as the distribution of the escalation rule.
A reminder email is sent only to the users, groups, or contacts that are configured for the reminder distribution. These users are not added to the distribution list.