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Ticket Escalation Settings

Ticket Escalation settings allow you to define escalation policies for incident tickets and then use it as an escalation policy when creating a ticket using FortiSIEM Case system..

Follow the below procedures to enable Escalation Settings:

Adding an escalation ticket

Follow the procedure below to create an escalation ticket and then use it as an escalation policy while creating a ticket, using FortiSIEM Case system.

Follow the procedure below to create an escalation ticket:

  1. Go to ADMIN > General Settings > Escalation tab.
  2. Click New.
  3. In the Escalation Policy dialog box, enter or select the following information:

    SettingsGuidelines
    Name[Required] Name of the escalation policy.
    Remaining TimeExpiration Time of the policy either relative or absolute time.
    Email ToAssignee or Assignee's Manager
  4. Click Save.

Modifying an escalation ticket

Follow the procedure below to create an escalation ticket:

  1. Go to ADMIN > General Settings > Escalation tab.
  2. Select one or more ticket(s).
  3. Use the options below to edit an escalation ticket.
    • Edit - to edit an escalation ticket.
    • Delete - to delete an escalation ticket.
  4. Click Save.