How to Create Ticket Escalations

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  • Navigate to the Tickets Escalation facility.
  • Enter the Escalation name
  • To link the Escalation to an SLA, expand the SLA drop down list and select the relevant SLA
  • Assign the SLA to user by selecting the relevant user from the drop down list
  • Click on Days to Accept Escalation to define the Escalation rules
  • Save the Escalation