Creating Incident Escalation Level
SummaryOur system currently has 7 options for Escalation levels - how to create new options
I am looking to build new escalation rules to send and email to a customer after no response after X number of hours. I am understanding this is a two rule process, the Chain and then the Action. However I have not found any article to show me how to create a new Escalation level, for example, PLS - Notice 2 and PLS - Notice 3.
Once these are created, I can use them in the Chain rule:
Escalate to Level PLS - Notice 2