setEscalationTime()

Sets the time a ticket is escalated. Overrides the default escalation time set for a stage using the Service Desk > Desk Definition > Processing > Stage > Procedures tab. The escalation time can be calculated using the coverage schedule associated with the ticket or using calendar time. For example, if a coverage schedule does not include weekend coverage, and the ticket escalation procedure runs during the weekend, escalation of the ticket will not start counting until coverage begins on Monday morning. If escalation time is calculated using:

• Calendar time, and a coverage schedule is associated with the ticket, calendar time is used.
• A coverage schedule, and no coverage schedule is associated with the ticket, calendar time is used.