How does the Re-Escalate checkbox work?

I often get asked about how the Escalation re-escalate checkbox works and thought this document may come in use.

Re-escalate has a slightly different effect based on the type of escalation.  Here’s a bit more info on how that works:

A lot of escalation questions stem from the “Re-Escalate” checkbox. The re-escalate checkbox has many functions, all of which depend on the type of escalation – time-based or instant.  The outlined understanding of this checkbox is below:

Instant Escalations

Instant escalations are executed each time an issue is created or updated.

Checkbox Unchecked:

When an issue causes an Instant Escalation to execute and the checkbox is unchecked, the escalation checks whether this issue has been escalated, and whether it has been edited since last escalation. If the issue either has not been escalated, or the issue has been edited since last escalation, the escalation will act on the issue.

If an issue has been escalated and not edited since, the escalation rule bypasses this ticket.

If the issue has been escalated, but edited since, the ticket will be escalated again.

This cycle of editing and escalating can happen ad infinitum.

Checkbox Checked:

When an issue causes an Instant escalation to execute and the checkbox is checked, the escalation checks whether this particular escalation has acted upon this ticket. If the issue has never been acted upon by this escalation, the issue is escalated, and marked with a flag stating so.

The escalation ignores the flag set by other escalations stating that the issue had been previously escalated.

Once this escalation acts upon an issue, the issue can NEVER be escalated again by this escalation rule.

If another escalation rule follows this one, and the issue still matches the criteria, but the escalation rule does not have the checkbox checked, the escalation rule will not run on the issue, as the “escalated” flag would have been set.

If another escalation rule follows this one, and the issue still matches the criteria, and the rule has the checkbox checked, the rule will affect the issue.

One can, in effect, chain together a number of escalations to perform multiple actions – only once per ticket. This takes careful planning to configure correctly.

Time or Age based Escalations:

Time based and age based escalations are executed on a regular basis. The FootPrints scheduler application handles the automation of the execution of these escalations.

Checkbox Unchecked – Time based:

When the scheduler runs, and subsequently runs the escalation routine, this escalation will act on any number of issues that have never been escalated before, or those that have been edited since last escalation.

If an issue has been escalated and not edited since, the escalation rule bypasses this ticket.

If the issue has been escalated but edited since, the ticket will be escalated again.

This cycle of editing and escalating can happen ad infinitum.

Checkbox Unchecked – Age based:

When the scheduler runs, and subsequently runs the escalation routine, this escalation will act on any number of issues that have never been escalated before, or those that have been edited since last escalation.

If an issue has been escalated and not edited since, the escalation rule bypasses this ticket.

If the issue has been escalated but edited since, the ticket will be escalated again.

This cycle of editing and escalating can happen ad infinitum.

Checkbox Checked – Time based:

When the scheduler runs and executes the escalation routine, and the checkbox is checked, the escalation checks whether this particular escalation has acted upon this ticket. If the issue has never been acted upon by this escalation, the issue is escalated, and marked with a flag stating so.

The escalation ignores the flag set by other escalations stating that the issue had been previously escalated.

Having the checkbox checked also allows for this Escalation to recur on an interval time period, such as every two hours, if the issue still matches the criteria and a user has not intervened. If this is checked, this Escalation must change the priority, status or assignees.

Once this escalation acts upon an issue, the issue can NEVER be escalated again by this escalation rule, unless the Priority, Status, or Assignees has been modified by the escalation.

If another escalation rule follows this one, and the issue still matches the criteria, but the escalation rule does not have the checkbox checked, the escalation rule will not run on the issue, as the “escalated” flag would have been set.

If another escalation rule follows this one, and the issue still matches the criteria, and the rule has the checkbox checked, the rule will affect the issue.

One can, in effect, chain together a number of escalations to perform multiple actions – only once per ticket. This takes careful planning to configure correctly.

Checkbox Checked – Age based:

When the scheduler runs and executes the escalation routine, and the checkbox is checked, the escalation checks whether this particular escalation has acted upon this ticket. If the issue has never been acted upon by this escalation, the issue is escalated, and marked with a flag stating so.

The escalation ignores the flag set by other escalations stating that the issue had been previously escalated.

Once this escalation acts upon an issue, the issue can NEVER be escalated again by this escalation rule.

This document is applicable to Footprints Service Core 11.X and earlier.
Original Article by Paul Tipping – https://communities.bmc.com/docs/DOC-28693

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