Escalate Response Action Timing

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I have a response action set to escalate. I sent a test event to a group that has 2 users in with a 15 minute wait until automatic escalation. The automatic escalation is working as intended but when the first user selects the escalate response action, it also waits 15 minutes. This seems to be contrary to the documentation for the escalate response action that states it would escalate immediately: "Stop notifying the user and immediately escalate the event to the next scheduled recipient."

Am I missing something?



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  • If I understand you correctly, which I very well might not be, then you have this currently:

    Group A:
    XSOAR Analysts Group
    -15min wait
    XSOAR Engineers

    XSOAR Analysts Group:
    Person X on-call


    And you want it so that when Person X selects escalate, it goes to the on-call for XOAR Engineers?
    If so, then you'd want to move that wait and XSOAR Engineers to the XSOAR Analysts group. It is my understanding that xMatters treats nesting a group like telling it to forward the message to that other group. So what I think you are asking for, having it complete the escalation path of the XSOAR Analysts Group and then go back to Group A where it left off isn't currently possible out of the box. Someone from xMatters can confirm if i'm correct or not.
    If I am correct, then that would be something I expected would be an enhancement request for them to change.


    Is there a different way to setup the groups for what you want, maybe, but your last sentence:
    "Managing individual shifts on individual groups for every incident type is not really scalable as users come and go from the company or between job roles."
    doesn't make sense to me so i'm not sure what you want to setup.

  • Here is a little more on how we have it set up:

    We have 4 different top level groups that automation sends alerts to: Critical Responders, High Responders, Medium Responders, and Low Responders. Each one has 3 shifts.

    Each of these groups notifies different groups based on time of day and workflow. For example: Critical Responders will notify the analyst group first, wait 15 minutes, then if nobody responds, move on to the engineering group, then 45 more minutes notify the leadership group.

    Each of the analyst, engineer, and leadership group contain 1 or more people but they all get notified at 1 time, no escalations within those groups.

    I would expect an "Escalate" response to Escalate to the next level regardless of where the actual user was sitting in a group. Eg. If there is no escalation path in the Analyst group, move on to the next level up and escalate there, in this case the Critical group has an escalation path from the Analyst group to the Engineer group or from Engineer on to Leadership.

    Regarding the comment about scalability: Say I build it all out and put my analysts, engineers, and leaders directly in the various responder groups, every single time a person leaves the company, gets a promotion from analyst to engineer, or changes roles in some way I have to go back to each group and modify each shift for a total of 12 places. This is not scalable but the way I have it built is since I would simply go to the Analyst group, remove the user and then add them to the Engineer group and I'm done in seconds touching only 2 places. All responder groups now reference this and don't need modified. I also have to add each user to each group and shift to get it set up initially which is tedious and time consuming vs just adding the groups to the responder groups and individuals once to each role group. The amount of effort saves is directly related to how many people are in each role.

  • Escalation actions specify when the case escalates and what happens when the case escalates. An escalation rule can reassign the case to another support agent (user) or support queue (queue). An escalation rule also can send notification emails to the new assignee, to the current case owner, and to other recipients.

    Age OverSalesforce escalates the case if the case hasn’t been closed within this time period [1]. For example, escalate the case if it hasn’t been closed within five hours.

    This time is calculated from the date field set in the Specify how escalation times are set field in the rule entry. No two escalation actions can have the same number in this field.

    The Age Over field is required, because escalation rules are time-based.

    Auto-Reassign CasesWhen a case escalates, Salesforce can reassign the case to a different user or queue [2].

    • Queue or User—Select a user or queue to reassign the case too. When a case is reassigned, the queue or user becomes the new case owner. Companies typically reassign cases to a queue instead of a specific user. For example, if Level 1 support doesn’t resolve a case within 24 hours, the case is reassigned to the Level 2 support queue.
    • Notification Template—Select a notification template to use to send a notification email to the assignee.

    If you select a Notification Template, then Salesforce sends a notification email to the new case owner. The template controls which fields are included in the notification email. For example, the email template might include the case number, case contact, account name, and case reason so that the new case owner can quickly understand the situation.

    Notify users when a case escalates, Salesforce can send a notification email so that a user, the current case owner, or other email recipients know that the case is escalating [3].

    • Notify This User—Select a user to notify. For example, you might want to notify the support manager.
    • Notify Case Owner—Send an email to the current case owner to remind them that the case is escalating. Select this checkbox when you want to notify the case owner but haven’t reassigned the case.
    • Additional Emails—You can send notification emails to other people when a case is escalated. Enter up to five email addresses, each on a separate line. For example, you can set up an escalation rule to notify support managers or executives so that they know that a case is escalating.
    • Notification Template—If you select Notify This UserNotify Case Owner, or Additional Emails, then you must select a notification template to send a notification email to the user, case owner, or additional recipients. The template controls which fields are included in the notification email.

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