11.5. Managing Escalation Rules

Navigate to Settings > SLA > Escalation tab. Escalation rules define who should be notified and assigned when a ticket's SLA is approaching or has exceeded its deadline.

How Escalation Works

Alga PSA supports a three-level escalation system. Each level is triggered when a configurable percentage of the SLA time has elapsed (set in the policy targets). When an escalation triggers:

• The designated escalation manager is notified via in-app notification and email (both channels are enabled by default).
• The manager is automatically added to the ticket as an additional resource with the role of escalation manager for that level.
• The ticket is marked as escalated with the current escalation level.

Configuring Escalation Managers

Escalation managers are configured per board. Each board can have up to three escalation managers, one for each level. The Escalation tab displays all boards as rows in a table with columns for each escalation level.

1. For each board row, use the user picker dropdown in each level column to assign a manager:
   • Level 1: Select the user who should be notified at the first escalation threshold (default: 70% of SLA time elapsed).
   • Level 2: Select the user who should be notified at the second escalation threshold (default: 90% of SLA time elapsed).
   • Level 3: Select the user who should be notified at the third escalation threshold (default: 110% of SLA time elapsed, i.e., after breach).
2. Click Save Changes.

Escalation Thresholds

The percentage thresholds that trigger each escalation level are configured on the SLA policy targets (see 11.2. Creating and Managing SLA Policies). Default thresholds are:

• Level 1: 70% of SLA time elapsed
• Level 2: 90% of SLA time elapsed
• Level 3: 110% of SLA time elapsed (post-breach)