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Escalation counter

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@Salma Sarwar Can you clarify what you mean by "Escalation" please?

It can be used to mean moving a Request from First Line to Second Line, or from a Support investigation to a Management investigation on how the Request is (or rather isn't) being handled, both of which should only ever have a count of 1.

If you are referring to a Customer chasing for an update on progress, there is some discussion on that here:


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