3 Replies Latest reply on Jan 30, 2017 7:46 AM by julie.obrien@sinclair.edu

    Help with overriding priority for specific tasks to exclude them from escalation schedule

    julie.obrien@sinclair.edu Apprentice

      I'm trying to find a way to create a task that doesn't escalate for our Critical priority incidents. 


      For a critical priority, we have a follow up task that's created from a workflow after the incident is resolved. Since it's created on a critical incident and our tasks follow the incident priority, it becomes a critical task. In the workflow that creates this task, I've set the priority to overwrite the value as high, but it's still a critical and it breaches after 15 minutes.


      We don't want these follow up tasks to breach, but I don't know how to accomplish that since we already have an escalation exception defined on the critical priority for something else.


      Any ideas?