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Creating Incident Escalation Level

Received Response
edited Jun 8, 2022 11:32AM in General Technical Discussions 3 comments


Our 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

+72 Hours


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