How to create escalation group ?
Step 1 : Create an Escalation Group
- Go to the left-side menu and select "Service Ticket".
- Click on "Escalation Group".
Step 2 : Add a New Escalation Group
- Click Add at the top-right corner. An "Add Group" form will appear.
- Fill in the necessary details and click "Save".
Step 3 : Manage Users in the Escalation Group
- Hover over the "Action" button of the newly created escalation group and select "Manage Users".
- Click on "Add Group Users" at the top-right, form will appear.
- Fill in the required details and click "Save".
Step 4 : Map the Escalation Group to a Problem Category
- Go to "Service Ticket" in the left-side menu, then select "Problem Categories".
- Find the problem category for which the escalation group was created.
- Hover over the "Action" button, click on "Escalation", form will pop up.
- In Escalation to, select Group and choose the group you created. Fill in any required details and click "Save".