I need to overhaul our Escalation Schedule for Incident-Resolution. Specifically it's the exceptions that need to be changed as I need to put a new level of exception in the middle of what we already have.
I have a couple of questions I hope I can get some help on:
1. Is there a really easy way I can insert a level without having to reconfigure everything that will move down?
2. How will the changes be reflected on in flight Incidents?