Ticket escalation mapping

Assign escalation group

If the DEFAULT_ESCALATION_GROUP exists in Multitenant Access Control, it is automatically applied to all resolving groups as the default escalation group.

Prerequisites

At least one group exists that can be used as an escalation group.

Please make sure to create a DEFAULT_ESCALATION_GROUP in Multitenant Access Control if it is missing to serve as a default group for escalations.
Ticket Escalation Mapping Administrator role

Procedure

Open the Ticket Management > Configuration menu entry.
Click on the Escalation Mapping tab.

The Ticket Escalation view is shown.
To narrow the list of resolving groups, enter a string in the search field.
Click in the Escalation Group field in the row of the corresponding resolving group.
Select an escalation group.

The delete button is only visible to users with permission to remove escalation mappings.

The Escalation group is assigned to the Resolving group.