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Escalation Level previously defined

Received Response
edited Oct 10, 2018 10:49AM in Agent Desktop 2 comments


Why do I get the Escalation Level previously defined error message



I am new to escalation rules so please make allowances if this is a stupid question....

I am trying to create a new rule to escalate Incidents with particular Product & Category combinations along the same lines as an existing rule.  When I attempt to set the escalation level on my new rule, I get the Escalation Level previously defined error message.  I clearly can't use the same escalation level twice but what is the reason for this?

I realise that I could enhance the existing rule to cover new P & C combinations but there are what I think are good reasons for not doing this.  However, if that is the only solution I will have to do so.

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