Escalations in SD+ 7.6 (7610)
Good day, everyone!
Is there any way to do the following:
Several Groups of technicians (for example, NetworkEngeneers, Support, SystemAdministrators, DBAdmins), each has it's own "Chief"
SLA to be defined:
"
If resolution time is elapsed then escalate:
Enable Level 1 Escalation
Escalate to _CHIEF_OF_A_GROUP_
Escalate after nnn minutes
"
So, when request is assigned to a specific GROUP, and group does not "responds" in specified time THE CHIEF of this group will be notifed.
Is there any way to do the following:
Several Groups of technicians (for example, NetworkEngeneers, Support, SystemAdministrators, DBAdmins), each has it's own "Chief"
SLA to be defined:
"
If resolution time is elapsed then escalate:
Enable Level 1 Escalation
Escalate to _CHIEF_OF_A_GROUP_
Escalate after nnn minutes
"
So, when request is assigned to a specific GROUP, and group does not "responds" in specified time THE CHIEF of this group will be notifed.