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Escalation triggers

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Escalation triggers

Escalation triggers define the conditions under which escalation actions occur. These actions can be defined with a workflow or server-side JavaScript.

When a task is created or updated, the system compares the assignment rules with the trigger conditions, to see if any of the trigger conditions are matched. If a match is found, the system activates the associated workflow or script, which holds the escalation steps and actions.

For example, a new P1 incident is created and assigned to the Software Group. A trigger condition states that if P1 incidents are created and assigned to this group, then an associated script or workflow should run.

Escalation trigger rules

Escalations use trigger rules to define conditions under which a trigger action is to be executed. A trigger action can be either a script or workflow. Trigger rules are an extension of assignment rules and run by the system. The behavior of assignment rules is used for trigger rules.

Trigger rules and trigger actions allow users to quickly set up escalation scenarios.