Hello,

I have a question about automatically escalation procedure.

We have setup SDP for different regions, each region has different groups of technicians,

-        1stline. Solve problems remotely or via phone. With escalation option to 2^nd line

-        2^nd line. More skilled people. Solve problems by phone/ remote or hardware replacment

-        Subcontractor. To take cases in absent of 2^nd line and fix problems onside.

The scenario I am locking for is:

The first line technician escalate a case to the 2^nd line group to a region. Is 2^nd line group is absent it should automatically inform a defined subcontractor group or a technician in the subcontractor group.

Any suggestion which would be the best setup?

Thank you in advance