An escalation rule watches one situation on an issue and tells the people you choose. You write them once for the whole organisation, and every project follows them until someone changes that project.
Open Setup (organisation level) → Issue escalation.
Click + Add escalation rule.
When — pick the situation. Some wait for days with no action; some happen at once; some depend on what kind of issue it is.
Notify — pick who is told. You can pick more than one.
Via — pick Mobile, Email, or both.
Add one rule for each situation you want to watch. You can add up to 10 rules.
Click Save.
If any project is already using the organisation's rules, digiQC asks Update projects with this change? Choose Update all projects, Don't change any project, or Choose projects (then tick the projects), and click Update. If no project is using them yet, for example on your first save, the rules simply save.
Twenty. Eight are about nothing happening — no response for N days, no action from the raiser, marked Rejected with no new response, not closed after N days, deadline missed, N days before the deadline, N days after the deadline, and no cost of quality after closing. Six are about something happening — issue raised, response submitted, response accepted, response marked Rejected, issue closed, cost of quality added. Six are about what kind of issue it is — raised with a type, raised with a subtype, marked Rejected N times, created from a failed inspection, cost of quality above an amount, and the same type and subtype raised N times in 30 days.
A rule is not finished. Hover Save and it says "Complete every rule to save." Look for the red message under a rule — a missing number, nobody to notify, or no channel chosen.
Day counts must be a whole number between 1 and 90. Decimals and blanks are not accepted. Every day box starts at 5, so you can leave it as it is.
Yes. "No response for 2 days → assigned team" and "No response for 5 days → project admin" are both fine. Only an exactly identical rule is refused, with "This rule is already in the list."
Up to 10 for the organisation, and up to 10 on each project. At 10, + Add escalation rule greys and tells you to remove one first.
You have 10. That is the limit at both organisation and project level. Remove one you no longer need and the button becomes active again.
Some projects are using the organisation's rules, so digiQC asks whether this change should reach them. Update all projects sends it to every project still using the organisation's rules. Don't change any project saves the organisation's rules only, and leaves every project as it is. Choose projects lists those projects with a tick box each, so you can pick. Nothing is chosen for you: Update stays greyed until you pick one. The organisation's rules are saved whichever you choose.
Only projects that have escalation switched on and are still using the organisation's rules. A project with its own rules, or with escalation switched off, is never listed and never changed. A line under the choices names them: "Not affected: {project} has its own rules · {project} has escalation switched off."
No project is using the organisation's rules yet, for example on your first save, or when every project has its own rules or has escalation switched off. The rules simply save.
They keep the rules they had and are marked Customised, so later organisation changes do not reach them either. A Project Admin can bring one back with Reset to organisation rules.
Teams are created inside a project, so the organisation screen has no team list to pick from. The option stays in place and tells you what to do — "Teams are created inside a project. Add this on the project's rules." Open the project, go to Setting → Issue Escalation Rule, and both Specific project team and Project admin of a chosen team are available there.
No. Escalation reaches digiQC users only. Everyone you can name on a rule — a role, a team or a person — has a digiQC account, so digiQC can check what they are allowed to see before it sends. There is no way to type in an outside email address, and no phone number is captured.
It is how you tell a whole role rather than a named person — tick Project admin, System admin, or both. A role means everyone holding it, so Project admin reaches every Project Admin on that project. To reach one named person instead, use Specific project user.
Set that rule to a daily summary. Open the rule, tick Email if it is not already on, and under it choose One daily summary and a time. Everyone that rule notifies then gets one email at that time listing the issues, instead of one email each. Each rule is separate, so you can summarise a noisy rule and leave an urgent one immediate.
Yes. Each rule carries its own. One can send at 18:00, another at 05:00, and a third can stay on individual alerts. Two rules set to the same time send two emails, because each has its own reason to explain.
Cost of quality is a money figure, so those three rules only notify System Admins. Every other option stays on screen, greyed, saying so. This is deliberate.
Because all three cost of quality rules are about a closed issue, and closed issues are not shown in the mobile app — so email is the only way the alert can reach anyone. digiQC switches Email on and keeps it on, so the rule cannot be saved in a state where it reaches nobody.
No — these three are the exception. Every System Admin is told, whatever their Web Access and whatever team they are in, and nobody else is told, whatever theirs. Their button opens the issue on the website. On every other rule it is where a person stands on the issue that decides what they get.
Whatever your project has right now — the list is read fresh each time you open the screen, so anything added since you last looked is there. If your organisation has set up its own list, it is the same on every project and cannot be changed on one site. If it has not, each project starts with Quality, Safety and Material and grows as people add their own while raising issues. NCR appears wherever EQC → NCR is switched on for that project.
Yes. Open the rule screen and it is there. Nothing needs refreshing or re-saving.
Because your organisation has not set up its own list, so types belong to each project. Those four are the only ones every project shares — a subtype one site invented exists nowhere else, so an organisation rule could not mean anything by it. Add that rule on the project instead.
The type it names has been removed from the list. The rule is kept but has stopped firing. Pick another type and save. Renaming a type does not do this — a rule follows a rename on its own.
Cost of Quality is switched off for your organisation or for that project. Switch it on and the three rules appear.
Everyone on the rule is told. What differs is the button. Anyone in the issue's own raising or assigned team gets the issue on their phone and by email. Anyone on another team with Project access gets an email that opens the issue on the website. Anyone on another team with only Team access gets an email with the issue's report attached as a download, because the issue itself does not open for them — their email says so, and says to ask you for Project access. The note under the rule shows this split before you save.
Once a day at 09:00 in the project's timezone. A rule saved after 09:00 waits for the next morning.
Yes. Days are plain calendar days. A 2-day rule on an issue raised Friday evening will alert on Sunday.
Yes, for the "nothing has happened" rules — that is the point, they catch what is already stuck. Rules about something happening only work from the moment you save them.
Every matching open issue alerts on its own, on the first morning. If that is too many, set the rule's email to One daily summary, or raise the number of days on the rule.
Yes, always — even for a rule you added a moment ago. You will see "Remove rule?" before anything goes.
digiQC asks first with "Leave without saving?". Choosing Leave discards the changes; Cancel returns you to the list.
Everyone named on it has left the project, so the rule has stopped firing. Pick a new person or team and save.
No. They will see the new rules the next time they open the screen.
Maximum 10 rules at organisation level and 10 per project, counting inherited rules.
A rule only tells people. It never reassigns, closes or changes an issue.
Escalation covers the Issue product only. Inspect and Register are not included.
2.3.9 Change escalation rules for one project — adapting these rules to a single site.
2.3.10 Escalation alerts you receive — what the alerts look like and how to turn them off.
