Agent or Group can raise an escalation if they are not able to resolve an incident and thinks that it can be resolved by other group which is marked as Escalation Level Group. For example, if support group thinks that the incident is a development issue and Development Group which is marked as Escalation Level 1 is the right group to resolve the issue then it can raise an escalation to Escalation Level 1. Similarly, if Development Group thinks that it is a DB issue and can be solved by Escalation Level 2 then they can raise an escalation to Escalation Level 2.
Currently three levels of escalations are supported in NSP.
When an escalation is raised, an email notification will be sent to the respective members selected in the escalation group, incident will be assigned to that escalation group and respective escalation count is displayed for that incident in ticket list as well as on Incident tab in Incident form. Members of the escalation groups are define by administrators Configuration.