We want to escalate to a manager (MAINDW) if a certain message has not been responded to within 10 minutes of arriving on a message queue. But, we want the operators (YOUNGD and BROBBKK) to be able to indicate they are attending to the situation, which they would do by deferring the message. We don't want to escalate to MAINDW when the message is deferred.
When the deferral period has ended, we want to recommence the escalation.
The following sections explain how we would achieve this.
An escalation procedure setup like the following will suffice:
The procedure starts by notifying the two operators.
A delay of 10 minutes is added to step 20, which allows the operators 10 minutes to defer the message before the next step starts.
If the message is deferred during that period, then the wait introduced at step 30 is used (because the deferral acts as an escalation step acknowledgement).
If the message is answered during the deferral period, then step 40 is processed. But, because the message has been answered, the manager is not paged.
If the message is not answered during the deferral period, then step 40 is processed. The message has not been answered, so the manager is paged.
If the message is not deferred, then the escalation moves straight to step 40. If the message remains unanswered, the manager is paged.
The image below shows details of the escalation steps being processed. It shows the message being deferred, but not being answered, and therefore the manager is paged.
The next image shows a similar view. But, in this case the message is deferred, then it is answered and therefore the manager is not paged:
The above images were taken from a QMessage Monitor version 7 configuration, but the process is identical in version 6.