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Creating Incident Escalation Level

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edited Dec 8, 2020 9:17PM in System Admin and Configuration 3 comments

Summary

Our system currently has 7 options for Escalation levels - how to create new options

Content

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

+72 Hours

Version

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