Issue escalation levels are designed to prioritise issues by ranking them against user specified levels. Escalation levels are a useful way to add an extra layer of escalation to the standard High, Medium, and Low issue levels. These levels of escalation can be named and ordered in any way desired.
1. Go to Configuration > Issues > Issue Escalation Levels.
2. Click the yellow Add icon.
3. Order and name the escalation level
4. Select the Sector, Project Type, Service Line and Location as deemed appropriate.
5. Save your selection.
Note that issue escalation works from a top-down hierarchy level so that the level 1 escalation will only see items which have been escalated to that level, while those viewing escalation level 2 will see both level2 and level one escalations. This is by design and ensures that a person filtering for a level 1 issue is not distracted by a lower level of issue.
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