Each project has its own escalation switch, and every project starts switched off. When a Project Admin switches it on, they choose to start from the organisation's rules or from an empty list. If a site works differently, they can remove what does not fit and add what does — and reset back to the organisation's rules at any time.
Open the project and click Setting.
Choose Issue Escalation Rule.
Switch escalation on, and choose Use the organisation's rules or Create from scratch.
Remove a rule with ✕, change one, or click + Add escalation rule.
Click Save. If you changed the organisation's rules, the project is now marked Customised.
To go back, click Reset to organisation rules.
It is switched off. Open the project, go to Setting → Issue Escalation Rule, and switch it on. Every project starts switched off, and no rule fires on it until someone turns it on.
digiQC asks how the project should start — Use the organisation's rules, which loads the rules your organisation has set, or Create from scratch, which gives you an empty list. Neither is pre-selected, so nothing happens until you choose.
Yes. Use the organisation's rules will be greyed, saying "The organisation has no escalation rules yet." Choose Create from scratch and build the rules this project needs.
No. Every rule is kept and nothing fires while it is off. Switching it back on brings them back exactly as they were.
The project is following your organisation's set exactly. It will take future organisation changes whenever the System Admin sends them.
The project is Customised. Either someone changed its rules, or the System Admin held it back from an organisation change. It keeps what it has and will not take organisation changes any more.
Two possible reasons. Either the project was already customised — customised projects are never listed or updated — or the System Admin chose not to update it, which marks it Customised from that moment.
Click Reset to organisation rules. It loads whatever the organisation set says right now. Your project's own rules are dropped, so check them first.
Until you save, yes. Confirming Reset only replaces the list on screen — you will see "Reset ready" above it, and your project is still running its own rules. Leave without saving and nothing changes. Press Save and the organisation's rules are applied for good.
Customised. A project reads Using organisation rules only when a reset is saved exactly as it came. Change anything and it is its own again.
No. A change here affects this project only.
Not from here. Ask your System Admin to add it to the organisation set.
Ten, counting inherited rules and your own together. At 10, the add button greys and tells you to remove one first.
No. Project Admins work on their own project only. The organisation's Issue escalation tab in Setup is for System Admins.
The new ones, from the next daily run. Rules are read when they fire, not saved onto the issue.
Once a project is Customised it stays out of every organisation update until you reset it.
Nobody is notified when a project customises or resets.
2.3.8 Write your organisation's escalation rules — where the inherited rules come from.
