Escalation Rules
Overview
Section titled “Overview”Escalation Rules attach ordered task or notification levels to a published SLA version. Thresholds can occur before, at or after the SLA deadline, measured in business minutes.
Purpose
Section titled “Purpose”Use escalation for due-soon reminders and missed-response follow-up to the record owner or a named authorized colleague.
Prerequisites
Section titled “Prerequisites”-
An SLA policy has a published version for the same module.
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Sales automation is enabled and the configuration user can manage Workflows. Recipients must remain authorized and active.
Procedure
Section titled “Procedure”-
Open Automation > Escalation Rules and select Create escalation. Enter Name and Module.
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Choose the exact SLA version to monitor.
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For each level choose Create task or In-app notification and enter Title and Business minutes after deadline. A negative offset is a reminder before the deadline; zero is at the deadline.
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Select Escalation recipient as Current record owner or a named user. Use Add level, Move up and Remove to keep the thresholds in increasing order.
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Select Save draft, Validate saved draft, Publish saved draft and Activate published version.
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Inspect the related SLA or sales automation History after a threshold is due. Open generated tasks and review notifications through their normal modules.
Expected result
Section titled “Expected result”The runtime records escalation outcomes against the pinned SLA/definition and avoids duplicate internal actions for the same scheduled effect.
Screenshots and diagrams
Section titled “Screenshots and diagrams”
Important notes
Section titled “Important notes”-
A rule contains 1–10 levels. Thresholds must be unique and ordered, between -525,600 and 525,600 minutes.
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A negative reminder cannot precede the SLA’s start. The selected SLA module must match the rule module.
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Named recipients are available in the current editor. No manager hierarchy or role fan-out is inferred.
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An empty rule list in the screenshot is a genuine unconfigured state, not evidence that the feature lacks an implementation.
Troubleshooting
Section titled “Troubleshooting”-
Validation rejects thresholds: remove duplicate offsets, order them ascending and ensure reminders fall after SLA start.
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Delivery is absent: inspect the instance status, worker history, current recipient permissions and whether the SLA was already met or cancelled.
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SLA version is not listed: publish the SLA and verify configuration visibility first.
Related articles
Section titled “Related articles”Search the guides or talk to the ZBIX team.
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