6 Replies Latest reply on Dec 8, 2010 10:20 PM by dmshimself

    Associating the Group an Incident is assigned to at the time an escalation point expires

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      We have created 3 new escalation points for each incident priority within our Incident process - these are process driven clocks that start on entering a status and stop on exiting.

       

      For reporting purposes I need to be able to identify the group a call is assigned to at the time one of these escaltion points expires. To date I have been reporting on the update group attribute on the escaltion point object but if the escation point expires this simply returns the value of the group that created the escation point and not the group it is then assigned to.

       

      I fear I am going to have to delve into audit trails and meta data - tell me I'm wrong ...please