Escalation suggestion(s)
In the build we are currently using (8020) only technicians and the ticket owner (presumably the requester) are listed as people to whom a ticket can be escalated.
Since there might be occasions when one wants/needs to escalate tickets to (e.g.) managers who do not have technician access, I suggest that you modify the SLA section to allow:
- An option to allow selection of "Technicians" OR "Users"
- Selecting "Technicians" displays a list of the technicians registered in SDP
- Selecting "Users" displays a list of everyone listed in SDP
- When setting up escalation, admins can select to escalate to Technicians OR Users OR a mix of both.