Hi list, Does anyone know where I can find some helpful information on creating customized escalations based on Priority, status, and time? I would like to create a little customized escalation app in which an escalation will be triggered based on the Priority of the incident, the status of the incident, and using business hours of 8:00 - 5:00. I'm doing this in lieu of the Remedy Service Desk 7.0 app not having escalations OOTB. Thanks. mjd
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