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Escalation

An Escalation procedure runs after a specified time period, usually to escalate a ticket to another level of service.

Escalation Levels

An escalation procedure can be triggered to run multiple times, based on the escalation level of the ticket. Each time the ticket fails to exit the stage, the escalation level of the ticket increases by one. So a stage starts out with an escalation level value of zero. After the first escalation occurs, the escalation level is equal to one, and so on.

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