When a rule your admin set is matched, you receive an alert naming the issue, the project, and why it was sent, with one button telling you what to do next. Alerts arrive on your phone, by email, or both, exactly as the rule says.
Open the alert from your notification list, your phone, or your email.
Read the reason line — it tells you what needs attention.
Press the button and act on it. The button names your next step (see below).
To change how alerts reach you, in the web app click your profile icon → Notification and use the Escalation rule notification switches.
Respond — the issue is assigned to your team and is waiting on your response.
Review response — your team raised it, a response has come in, and you accept, reject or close it.
Open issue — you are watching this one rather than working on it. Read it and act if you need to.
Add cost of quality — the issue is closed and the cost of quality is what is being chased.
Download report — the issue belongs to another team and does not open for you, so you get its report instead.
When a rule names a team, everyone on it is told. Where the alert reaches them, and what they can do, depends on where they stand on the issue:
Who | Where the alert reaches them | What they can do |
|---|---|---|
The issue's raising or assigned team | Mobile and email | Open the issue |
Another team, with Project access | Email only | Open the issue on the web |
Another team, with Team access | Email only | Download the issue's report |
Your admin set a rule for this situation and named you, your team, or your role. The alert says the reason in plain words — for example "No response for 5 days".
The most likely reason is the rule: it must have Email switched on. Anyone on another team is reached by email only, because the mobile app does not carry other teams' issues. Check that first. If Email is on and they still got nothing, they have been removed from the project — that is the only case where digiQC sends an escalation to nobody.
A mobile alert only reaches you for issues your own team raised or was assigned. For anything else, look in your email.
That happens when the issue belongs to another team and your Web Access is Team, so the issue itself does not open for you. Rather than leave you with nothing, digiQC sends you that issue's report instead — a link that needs no login and stops working after 7 days. To open the issue itself, ask your Project Admin to change your Web Access to Project, from the User tab using the three-dot menu.
Because the button names what you can do next on that issue. If the issue is waiting on your team you see Respond. If you raised it and a response is waiting for you to accept or reject, you see Review response. If you are watching rather than working on it, you see Open issue. If the issue does not open for you at all, you see Download report. Your role does not change this — only where you stand on that issue does.
Two different rules matched at the same time, each with its own reason. If one person matches the same rule two ways — assigned user and assigned team — that only ever sends one alert.
There are no quiet hours. Day-based rules run at 09:00 in the project's timezone; the rest fire the moment the action happens.
In the web app, click your profile icon → Notification, find Escalation rule notification, and switch Mobile off, Email off, or both. Both start switched on and apply to every project you are on. Your other digiQC notifications are not affected.
Ask your admin. Whether a rule's emails arrive one at a time or collected into one a day is set on the rule, not on your profile, so it is your Project Admin or System Admin who can change it. Tell them which rule is sending too much — the reason at the top of each email says which one it is.
One email covers one rule on one project. The heading says how many issues and why they were flagged — for example "6 issues on Sunview Heights have had no response for 5 days". Below it is a list: where the issue is, what it is, and what you can do about it. Because every issue in the email was flagged by the same rule, the reason is said once at the top rather than on every line.
Two different rules matched, and each sends its own email. They are two different reasons, so neither can be folded into the other. The same issue can appear in both if both rules flagged it.
No. Phone alerts are always immediate. The summary only ever applies to email.
It depends on the rule. Your admin can leave a rule immediate or set it to a daily summary, one rule at a time — so some alerts may reach you at once and others collected together later.
No. It belongs to the rule, so it is the same for everyone that rule notifies. You can switch escalation email off altogether in your notification settings, but that stops every escalation email, not just the summarised ones.
No. The switches apply to every project. Ask your Project Admin to change the rule if it does not fit your site.
You no longer have access to that project. You will see "This issue is no longer open to you" and stay in your notification list.
The issue is closed, and the app has nothing to show for a closed issue. You will see "View this issue on the web?" with a View button that opens it on the web. Tap Cancel to stay where you are.
No. Everything digiQC sends you today keeps working exactly as it does now. If an escalation rule and one of those existing notifications would both reach you about the same thing at the same time, you get the existing one only — never two for the same event.
That happens for two reasons. Either the issue is closed, and closed issues are not shown in the mobile app; or the issue belongs to another team, and the app only carries your own team's issues. In both cases the website is the only place it can open, so digiQC takes you straight there rather than opening an app screen with nothing on it.
By email, yes. The web has no notification bell, so anything set to Mobile only will not reach you. Ask your admin to add Email to that rule.
Report links stop working 7 days after the alert was sent. If you are in the issue's raising or assigned team, or your Web Access is Project, the page gives you a link to open the issue itself instead. If the issue still does not open for you, ask your Project Admin to change your Web Access to Project from the User tab. Opening an expired link does not renew it.
No. There is no screen showing who has switched them off.
Escalation alerts sit in your normal notification list — they are not marked or coloured differently.
The button on an alert can differ from the one your colleague sees on the same alert. That is deliberate — it names what each of you can do next on that issue.
A Download report link needs no login and stops working 7 days after the alert was sent. Treat it like any other document you would not forward outside your organisation.
A phone alert only ever reaches you for your own team's issues. Everything else comes by email.
WhatsApp is not used for escalation alerts.
2.5.31 Notification setting — all your notification switches in one place.
2.3.8 Write your organisation's escalation rules — who decides which alerts you receive.