Escalation matrix

Escalation matrix


I am evaluating enterprise version of SD, Can we configure Escalation level in SD?
i.e if technician 1 unable to resolve the issue in 4 hours time then the request get escalate to Technicial 2 and so on further.

I can configure in group option of SD that also within group and if technician has not pickup the request it will notify to specified technicians. this does not resolve my purpose.



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