Creating a Rule to Escalate a Problem

In an organization, whenever an unresolved problem has more than 20 occurrences of associated incidents, the problem should be auto-assigned to the appropriate administrator based on target type of the target on which the problem has been raised.

Accordingly, a problem rule is created to observe the count of incidents attached to the problem and notify the appropriate administrator handling that specific target type.

The problem owner and the Operations manager are notified by email.

To create a rule to escalate a problem, perform the following steps:

Navigate to the Incident Rules page.

From the Setup menu, select Incidents, then select Incident Rules.
On the Incident Rules - All Enterprise Rules page, either create a new rule set (click Create Rule Set...) or edit an existing rule set (highlight the rule set and click Edit...). Rules are created in the context of a rule set.

Note: In the case where there is no existing rule set, create a rule set by clicking Create Rule Set... You then create the rule as part of creating the rule set.
In the Rules section of the Edit Rule Set page, select Create...
From the Select Type of Rule to Create dialog, select Newly created problems or updates to problems and click Continue.
On the Create New Rule page, select Specific problems and add the following criteria:

The Attribute Name is Incident Count, the Operator is Greater than or equals and the Values is 20.

Click Next.
In the Conditions for Actions region on the Add Actions page select Always execute the action. As the actions to take when the rule matches the condition:
- In the Notifications region, send email to the owner of the problem and to the Operations Manager.
- In the Update Problem region, enter the email address of the appropriate administrator in the Assign to field.
Click Continue.
Review the rules summary. Make corrections as needed. Click Continue to return to Edit Rule Set page and then click Save to save the rule set.