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Why aren’t escalations auto-creating Next Activities?

When you create an Escalation Rule, or modify the Escalation Teams, Rocketship will use the Quickfix “out-of-the-box” Next Activity if available. This is the default 15-minute block of time.

If Rocketship is not auto-scheduling a Resource that is the target of a dispatch/escalation, the most common causes are:

  • The Escalation Team’s Auto Scheduling value is not set.
  • The Auto Scheduling value is set to a Next Activity that is disabled.

To verify this is the case:

  1. Log into the Admin Portal
  2. Navigate to your Escalation Rule
  3. View your Escalation Teams Configuration
  4. Determine if the Auto Scheduling value is defined and valid

Following is an example where the Escalation Team does not have a value for the Auto Scheduling field.

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