---
title: Example: Setting an Escalation Schedule by Priority
slug: neurons-for-itsm/admin-user-help/enu/latest/example-setting-an-escalation-schedule-by-priority
createdAt: 2026-07-14T19:16:43.758Z
---

This example shows how to set an escalation schedule to respond differently based on priority. See [Default Priority Values](docId\:KOaL84K5CxnaEJkoHa1Z_).

For example, to define an exception based on the **Priority** field so that the incident remains open for a longer time if it has a priority of 1, you can modify the exception priority.

1. From the Configuration Console, click **Build > Automation Tools > Escalation Schedules** to open the **Escalation Schedules** workspace. The list of escalation schedules appears.
2. Click the schedule to modify. In this example, click **Incident - Waiting**. The **Edit Escalation Schedule** page appears.
3. From the escalation toolbar, click **Set Exceptions**. The exceptions window appears.
4. Choose a business object, then check a value. In this example, choose the business object called Priority and the value **1**.

:::Paragraph{indent="1"}
*Exception Based on a Priority Value of 1*
:::

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5. Click **Save**. The window closes and a new line appears in the exception.

:::Paragraph{indent="1"}
*Updated Exception Schedule*
:::

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/vH6smo4ZUxUqP5YcSQ4iN_exception-schedule.png" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/exception schedule.png" githubPath="Content/Resources/Images/help-images/exception schedule.png" showCaption="false" width="624" height="138" darkWidth="624" darkHeight="138" indent="1"}

6. Select the newly created line, then click **Set Thresholds** from the toolbar. The **Escalation Parameters** window appears.
7. Change the **Target Duration** to 14 days.

:::Paragraph{indent="1"}
*Escalation Parameters*
:::

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/XcXeAwnr8r67hs9c5SWtx_escalation-parameters.png" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/escalation parameters.png" githubPath="Content/Resources/Images/help-images/escalation parameters.png" showCaption="false" width="658" height="374" darkWidth="658" darkHeight="374" indent="1"}

8. Click **OK**. The window closes and the new line is updated.

:::Paragraph{indent="1"}
*Escalation Schedule with Priority Exception*
:::

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/FLnsMMRyy1v6nzCFbITJH_escalation-updated.png" position="flex-start" size="40" initialPath="../../Resources/Images/help-images/escalation updated.png" githubPath="Content/Resources/Images/help-images/escalation updated.png" showCaption="false" width="624" height="139" darkWidth="624" darkHeight="139" indent="1"}