The escalation rules that we have set up normally execute properly, but do not escalate incidents after 6:00 p.m. each evening.

Environment:

Business Rules > Escalation Rules

Resolution:

When you add the Escalate action to a rule, you have the option of enabling the Use Response Interval checkbox. When this is enabled, the rule is configured so that it only counts time based on the response intervals configured in the Default Response Requirements table.

That is, if your response intervals are from 8:00 (a.m.) to 18:00 (6:00 p.m.) and your escalation rule has the Use Response Interval box checked, escalations will only occur during the response interval hours you have configured. If the Use Response Interval box is unchecked, escalations can happen at any time, including non-working hours.

Review your escalation rules to determine if the Use Response Interval box is checked. If you need to edit the rule, be sure to click Activate after your edits so that your changes are included in the rulebase.