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1. All alerts which not acknowledged during 60 min. escalates
2. When escalated - ticket created
What im looking for:
Escalate only if alert not acknowledged during 60 minutes of WORKING time, no need to escalate if alert was not acknowledged at night.
Is it possible? When yes - how to do it?
Yes, you can achieve it by using the ROUTING RULES. Create a new routing rule and restrict it to time intervals.
This would be something like below. This will make alerts between 8-5 be routed to the escalation, while alerts outside this time frame would not escalate.