The Escalation configuration in on Urgency and Response time.
-----Original Message-----
From: Doornbos, Mark <[EMAIL PROTECTED]>
To: [email protected]
Sent: Wed, 10 May 2006 09:07:47 -0500
Subject: OOTB HD Version 6
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Hi Listers,
Just doing some playing around in our test environment and I just want to confirm that escalations within HD 6 is based on the "Priority" status. There's been some questions within our ORG that the escalation might also depend on Request Impact and Urgency fields.
Can anyone confirm this?
mjd
