> ## Documentation Index
> Fetch the complete documentation index at: https://docs.neoagent.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Status/Time-Based Escalation

> Escalate tickets automatically based on status, priority, and elapsed time

## Overview

Ensure timely progress on tickets by escalating when they sit too long in a status, exceed SLAs, or require higher attention.

<Info>
  This recipe can be implemented as a Scheduled workflow (e.g., every 15 minutes) or as a Triggered workflow using time-entry/status updates.
</Info>

## How it works

* Monitors ticket status age and SLA thresholds
* Escalates priority, notifies leads, or reassigns per policy
* Adds an internal note detailing the escalation reason

## Setup

<Steps>
  <Step title="Create the workflow">
    Name it "Status/Time-Based Escalation". Use Scheduled if you want periodic checks.
  </Step>

  <Step title="Configure filters">
    Target tickets in specific statuses (e.g., Waiting on Technician) and priorities.
  </Step>

  <Step title="Add Checks and Updates">
    If status age > threshold or SLA breach imminent, increase priority, notify channel, and reassign if needed.
  </Step>

  <Step title="Add Ticket Note">
    Record the action taken and the timer/threshold that triggered escalation.
  </Step>
</Steps>

## Best practices

* Use different thresholds per priority
* Notify both leads and the current owner
* Combine with reassignment rules for stalled tickets