Settings

Auto-escalation time limits

An open or in-progress ticket that stays in a stage longer than its limit is automatically escalated to the next stage (checked every minute). Time counts from when the ticket entered its current stage, during working hours only (below). At 80% of the limit the assignee gets a warning. Stage 4 (CTO) has no limit.

Tech Ops
minutes
Software Engineer
minutes
Eng Manager
minutes

1 to 43200 minutes (30 days). Lowering a limit escalates tickets already past it on the next check.

Working hours

The time limits above only count during these hours (Jakarta time). A ticket reported outside them waits until the next working period. Changes apply on the next check, also to tickets already in a stage.

(end 00:00 = midnight)

Alerts

Choose who gets an in-app notification for each event. A ticked role alerts every active account with that role (for ticket events, only people who can open that ticket). People involved are the ticket's reporter or assignee, and whoever was working on a ticket when it was escalated. Stock alerts also reach the person who used the part.