3 Replies Latest reply on May 1, 2009 10:12 AM by Stu McNeill

    Recreation of escalation points when service level is changed at different statusses

    elizabethcombrink Employee

      I have a service level that runs from Open to Resolved based on the response level.

       

      If the response level is changed, and the incident is at a status other than Open, the escalations complete.  How do I get new escalations to be created at an Other Status which will still calculate the elapsed time from when incident entered the Open status ( and then completes when the Resolved status is entered?)

       

      Thanks in advance!