Smarthr Admin Template

Rule ID	Trigger Type	Priority	Condition	Escalation Level	Escalates To	Time Threshold	Status
#ER005	SLA Breach	Critical	No resolution	Level 1	Team Lead	30 mins	Active	Notify
#ER004	SLA Breach	High	No resolution	Level 1	Support Lead	1 hour	Active	Notify + Assign
#ER003	Status Based	Medium	Ticket in Progress	Level 1	Supervisor	4 hours	Active	Reminder
#ER002	Priority Based	Medium	Ticket not assigned	Level 1	Admin	6 hours	Active	Notify
#ER001	Time Based	Low	Pending too long	Level 2	Support Lead	8 hours	Active	Notify + Assign

Escalation Rules