📖 Overview
Issue Escalation Rule tells the people you choose when an issue is slipping — no response for days, a missed deadline, a repeated rejection. It is an add-on, so digiQC switches it on for your organisation before you can use it.
🧭 How to use
Ask digiQC support to switch on Issue escalation rule for your organisation.
Once it is on, sign in as System Admin and open Setup (organisation level).
You will see a new Issue escalation tab. Open it to write your first rule.
Project Admins will also see Issue Escalation Rule inside each project's Setting dropdown.
❓ FAQ
1. I cannot find the Issue escalation tab — where is it?
The add-on is not switched on for your organisation yet. Ask digiQC support to switch on Issue escalation rule. Once it is on, the Issue escalation tab appears in Setup straight away.
2. Who can switch it on?
Only digiQC. It is an add-on service on your organisation, not a setting you control.
3. If we switch it off later, do we lose our rules?
No. Every rule is kept — your organisation set and each project's own rules. Nothing fires while it is off, and everything comes back exactly as it was when it is switched back on.
4. Does it start sending alerts as soon as it is switched on?
No. It only sends alerts once someone writes a rule. Switching it on adds the screen and nothing else.
5. Does anyone get told when it is switched on?
No. Nobody is notified. Your System Admin will see the new Issue escalation tab the next time they open Setup.
6. Our site team say they cannot see it — is that a bug?
No. Only System Admins and Project Admins see the escalation screen. Everyone else on the project still receives the alerts; they just do not set the rules.
⚠️ Good to know
Escalation only tells people. It never changes an issue — it will not reassign, close or extend anything.
It covers the Issue product only. Inspect and Register are not included.
🔗 Related articles
2.3.8 Write your organisation's escalation rules — what to do once the tab appears.