Engage rules check all users in a level before escalating to the next level.

We would like alarms to escalate to the next level after checking the status of all users in the level, not just after checking the first response.

Currently if there are multiple people in a level, if one is in DND or not available, Engage will immediately escalate to the next level without giving the second user in the level the message.

  • Guest
  • Sep 13 2022
  • Already exists
Rules Engine
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  • Admin
    Jeff Prentice commented
    27 Jan 02:21pm

    Within the Engage Rules application the Escalate After # Declines field was added allowing for waiting on a number of declines/errors or waiting on all recipients if that is the desired case. You're correct in your understanding that prior to this a decline by a user would move the escalation path forward.

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  • Guest commented
    6 Jan 07:13pm

    Was this tested to validate it worked this way? I believe we submitted this as an issue and it did not work this way. At that point we were told we had to submit an enhancement request to get it to work this way.

    I am not sure what already exists in this reply.

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  • Admin
    Jeff Prentice commented
    4 Jan 06:58pm

    Support for this has been added via Engage Rules.

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