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RB_109086825-Regular Member
5-Regular Member
February 6, 2024
Solved

Escalation feature - problem

  • February 6, 2024
  • 1 reply
  • 914 views

Hi!
I have a problem related to escalation module in CB.
I have created the rules for escalation in one of my trackers but haven't added specific rules for preventing triggering of some cases. Therefore I have accidentally created escalation for items that are OK from the process perspective. I need to erase this escalations for those items - how to do that?

    Best answer by Istvan_Molnar

    Hi @RB_10908682,

     

    an Escalation Rule is a tracker-level object that applies to the tracker itself and not to the items individually.

    This means that the Escalation Schedule of a particular Work Item cannot be updated (or even removed) directly.

     

    The best way to resolve your issue is to create a new Escalation Rule with the correct conditions and then remove the incorrect one.

     

    Best regards,

    Istvan

     

    1 reply

    I
    Istvan_Molnar12-AmethystAnswer
    12-Amethyst
    June 14, 2024

    Hi @RB_10908682,

     

    an Escalation Rule is a tracker-level object that applies to the tracker itself and not to the items individually.

    This means that the Escalation Schedule of a particular Work Item cannot be updated (or even removed) directly.

     

    The best way to resolve your issue is to create a new Escalation Rule with the correct conditions and then remove the incorrect one.

     

    Best regards,

    Istvan

     

    R
    RB_109086825-Regular MemberAuthor
    5-Regular Member
    June 17, 2024

    Thanks for quick answer!
    That solution worked as I figured it out in February few days after the issue : ) 
    So we can generally assume, that proposed solution is good and cut-to-the-chase, thank you

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