Why aren't my rules escalating incidents as soon as they should?
Environment:
Oracle B2C Service, Business Rules
Issue:
My incident should have escalated at a specific date and time, but the escalation level was not set at the expected time.
Resolution:
Below are a few things to help troubleshoot when incidents are not escalating as soon as they should.
When escalation is set later than expected:
Dbstatus Utility
One consideration when evaluating escalation rules is that escalation rules are only going to escalate incidents when the dbstatus -r utility runs. Typically, the escalation check for dbstatus -r runs every 15 minutes, so if you have a rule that escalates a rule more frequently than that, the wait for the utility run can be up to the full interval of 15 minutes until the next scheduled run for dbstatus -r from the time the escalation time(rule_alerts.alert_time) is set. Therefore, real time escalations are simply not possible. For this reason we suggest that escalation intervals be set to hour or half hour increments greater than 15 minutes with the understanding that up to 15 minutes may be added to the time the escalation level is set.
Work Hours
When configuring the escalation rule, you must determine whether the time element should be compared to the response requirements (work hours) configured for the application. In other words, if you configure the time element in the escalation rule to be 24 hours, do you want that to be 24 hours (based on a 24-hour day) or 3 eight-hour work days?
When setting up the rule, if you check the Use Response Interval check box, the hours configured in the rule represent hours as configured in your Response Requirements table.
For example, if your response requirements are set up to be eight-hours each day and the rule is configured to escalate incidents in 24 hours, the incident will escalate after 3 days. If the Use Response Interval is not checked, the incident will escalate the next day.
See also these answers in our knowledge base:
Editing Response Requirements
Setting up incident response requirements and holidays
When escalation is not set:
Incident Status
When an incident is in a solved state or a task is completed, they can no longer be escalated. If your incident is solved or your task completed, the record will not be escalated.
Incident Status
If the Revalidate option is checked, it is possible that the rule no longer meets the criteria to escalate the record. See Answer ID 5844 for additional details: Incidents are not escalating as expected.
