Escalation is the process whereby ExtraView will automatically examine an issue, based upon time-based criteria that you provide, and provide warnings based upon the issue exceeding the time-based criteria. For example, you may want to escalate an issue that has remained with a Status value of Open, if the value is not changed within 24 hours.

Escalation rules are used to update issues based on the time spent in a given Status. This update will generate notification email, thereby notifying the issue owners.

Setting up escalation rules is accomplished from the administration tab entitled Email Notification.

Escalation Rule Administration

Escalation rules may be global, i.e. they are defined in the Global Area and Global Project, or they are defined in a specific business area and project. There is no inheritance of escalation rules through the hierarchy of business areas and projects.