Assign or Remove Escalation Group

One escalation group is configured for each resolving group via the ticket escalation. The escalation process is one-step.

If the group DEFAULT_ESCALATION_GROUP is configured in Access Management, this group is applied as the escalation groupfor all resolving groups by default. Explicit assignment of an escalation group is not required.

If the group DEFAULT_ESCALATION_GROUP has not been configured in Access Management, tickets are escalated without being assigned to an escalation group.

Prerequisites

• At least one group has been created that can be used as an escalation group.
• Ticket Management Admin role

Procedure

1. Call up the Task Tracking > Ticket Management menu.
2. Click in the header.

   

3. To narrow the list of resolving groups, enter a string in the search field in the Ticket Escalation dialog window.
4. Assign escalation group

   In the row of the desired resolving group, click the escalation group field and select the desired escalation group in the hierarchy.

   The Escalation group is configured for the Resolving group.

5. Remove Escalation Group

   Click in the Resolving group row.

   If the logged-in user does not have authorization to delete escalation mappings, the icon is not displayed.

The Escalation group has been removed.