Hi again, We've installed Service Desk 7.0 and we are also using the midtier. What I find mind boggling is that escalations are not built into the Incident/Problem management application. It appears that one would have to purchase the SLM application to make escalations functional on the Incident/Problem application. Does this mean we have to create customized escalations to use escalations with the OOTB Service Desk 7 application? Am I missing something here? mjd
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