SLA Escalation route depending on technician
Hi,
We want to set the escalation route to be dependent on the technician. i.e. If Fred in I&D has an incident breach SLA we want the email to go to his manager. If Kathryn in IT has an incident breach, we want the notification to go to her manager. We are planning the SLA's to be set per category but might be different depending on which account they are on. We have a variety of departments using ServiceDesk so a single escalation route isn't good for us. Can we use the Organizational Roles in escalation?
Any suggestions gratefully received.
Thanks
Tim
We want to set the escalation route to be dependent on the technician. i.e. If Fred in I&D has an incident breach SLA we want the email to go to his manager. If Kathryn in IT has an incident breach, we want the notification to go to her manager. We are planning the SLA's to be set per category but might be different depending on which account they are on. We have a variety of departments using ServiceDesk so a single escalation route isn't good for us. Can we use the Organizational Roles in escalation?
Any suggestions gratefully received.
Thanks
Tim
Topic Participants
Tim.hather
Madhivanan S
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