Escalation draws attention to work that has gone without activity. It works best when the waiting period and the person receiving the alert are both clear.
Organization admins manage these rules.
Set alerts and routing
- Open Organization Settings and choose Escalation.
- Set Escalation threshold (days) to the waiting period you want.
- Under Who receives escalation alerts, choose All organization admins or A single escalation contact.
- If you choose a single contact, select that person in Item Escalation Contact.
- Under Unassigned stale items, choose the Needs Attention queue or Send to a specific person.
- If routing to one person, select the Unassigned item contact.
- Select Save Escalation Policies and check the confirmation.
Choose named contacts deliberately rather than relying on an unspecified fallback. People still need the appropriate access to act on the work.
Set automatic reassignment
In the same area, set Auto-reassignment threshold (days) and choose Item Auto-Reassignment Target. Save the policies.
This allows unattended assigned work to move to the selected person. Leaving the target unconfigured keeps automatic reassignment off.
Explain this rule to the team before relying on it. An assignment change should not be the first time someone learns they are responsible for work that has been waiting.