Automatic escalation interaction to incident, change & problem

Hi Team,

 

We have requirement to automatic escalated to respected category like Problem, change or incident.

 

We have created one field in interaction based on that we can automatic assign category like Problem, change or incident.

 

Please help to achieve this 

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  • Hi,

    Can you provide more details on your requirements?  Is this for SD tickets opened through API in the background, or are these SD tickets opened by people from within Service Manager, where you want them automatically escalated at some point in the life-cycle, based on presumably some event and the category of the SD?

    Audrey