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A user is locking out a warehouse in our erp software. on the end of month this is crucial to business and we give it 15 minutes to to be taken care of. If after 14 minutes it has not been taken care of it will be escalated to tier 2. 

The problem I am having is that I can escalate to myself and $Ticket Owner but the choose button does not give me the option to add the other technician. Am I missing a configuration somewhere?

I don't seem to see any setting to assign a technician to a specific tier..