What's new on Giant Rocketship

Escalation Rules now support multiple ticket matching criteria.

Previously, an Escalation Rule had a 1-to-1 mapping between a Ticket Matching Rule and the Escalation Rule. For example, you may have needed the same escalation pattern but for tickets that differed based on Queue:

• Queue=X
• Queue=Y

In this situation, if you needed this as an exception to your Default Rule, you would need to create two separate Escalation Rules:

• Rule X: Escalation Pattern 1
• Rule Y: Escalation Pattern 1

We've enhanced the Escalation Rule engine and now support multiple Ticket Matching Criteria per Escalation Rule. Now, for the above, you would simply need a single Escalation Rule with two separate Ticket Matching Criteria embedded in the rule.

This will greatly reduce the number of Escalation Rules that you need to manage.