Escalation Settings #
The Escalations tab manages escalation rules and the recipients who are notified when an escalation is triggered.
What DMSI Service Management Adds
The escalation system is entirely new to this extension. Core has no escalation concept.
Accessing Escalation Settings #
Navigate to Services > Settings > Escalations.
What Are Escalation Rules? #
An escalation rule defines a condition under which a service request should be escalated and identifies who should be notified. Rules can be based on:
- Request age (e.g., request open for more than 48 hours)
- Priority level (e.g., all urgent requests not resolved within 4 hours)
- SLA breach detection (automatically triggered by the SLA Compliance job)
- Customer type (e.g., contracts with premium SLA templates)
Configuring Escalation Rules #
Each rule on the Escalations tab can be configured with:
| Field | Description |
|---|---|
| Rule Name | Human-readable label for the rule |
| Trigger Condition | The condition that activates the rule |
| Threshold Value | Numeric value for the condition (e.g., 48 for “48 hours”) |
| Enabled | Toggle to activate or deactivate the rule without deleting it |
Rules are evaluated by the Escalation Checker background job (runs every 30 minutes).
Escalation Alert Recipients #
The Escalation Recipients section at the bottom of the tab is a list of email addresses that receive escalation-notification emails.
- Add recipient email addresses one per line.
- All addresses in the list receive the escalation email when any escalation rule fires.
- There is no per-rule recipient configuration — all rules notify the same recipient list.
Default: The WordPress admin email address is pre-populated in the recipient list on installation.
Escalation Records #
When an escalation fires, a record is created in the escalation log. Admins can review escalations from the request detail view — escalation records are associated with the specific request that triggered them.