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Escalating Incidents to Critical


Lauren
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Hi

I've had a look at the escalation events in the SLA however I'm not sure how to configure what I need. I want to be able to configure either an email notification, or activity generation, when an incident logged under a particular service is upgraded to Critical (from any priority). I wouldn't need an email or activity if say an incident was upgraded to any other priority. 

Does anyone know how I may achieve this?

Thanks
Lauren

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