Escalation in Service Ticket

Hi guru,
what is "escalation" in Service Ticket?
As you implement?
Thanks a lot.
Virginia

Hi,
I haven't tested it , but escalation in Service Ticket will be similar to any other escalation(like complaint escalation) where we can change the employee responsible as well as responsible group based on certain pre-defined rules and set of conditions.
The rules and conditions are defined by IC managener in Rule Modeler and when we click on escalate, if the service ticket satisfies the conditions defined in the rule, then the responsible employee and responsible group  field is changed according to the rule.
This scenario can be used when a call center agent doesn;t know what to do with the service ticket and simply escalate it so that it is assigned to proper group and employee based on the service ticket data.
Hope it helps!
Regards,
Rohit

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