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Escalation using bursting query
Summary:
Hi Experts,
Our requirement is to trigger a notification to agent's line manager if it exceeds the TAT of 2 days.
Current versions of HR Helpdesk does not provide any mechanism to Escalate the HR Helpdesk requests.
As an alternative, I have implemented a bursting query which will trigger as an email notification .But the bursting is not working as expected.
For instance, agent 'A' email is sent to agent 'B' manager, and agent 'B email is triggering to agent 'A' manager.
Parameter 1 is set as the "To" address and is reflecting correctly in the data model output. However, in the report job, I noticed that the "To" address is being incorrectly interlinked and sent.
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