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Showing results for tags 'escalation actions'.
Hi All New customer here , we are aware that an Licenced User/Agent can escalate in Service Manager but what is available to a user to escalate their SR/Incident ? Regards Si SBC
Along similar lines to @yelyah.nodrog , would it be possible to add the ability to send the reminder to the 'Team' the request is assigned too and also 'Members' linked to the request. I could also see a need in the future to be able to send the reminder to all 'Supporting Teams', but that would not be applicable to ourselves until there is the ability to add read-only supporting teams so they can view the requests but not action them, which would need to be excluded from the reminder. Cheers Martyn
Could I ask for some clarification around the Service Level Agreement escalation actions, in particular, the 'Increase Priority by 1'. How does it know what is the next priority to escalate it too as there is no direct linkage between what priorities apply to what service level agreement? Also, priority is no longer the only factor in terms of the SLA rules, so is this just updating the priority field alone? Cheers Martyn