Hi Everyone,
I'm currently performing a test on ServiceDesk 7.5 MP1. I'm excited to experience how the way it works since it said to be more stable (compare from previous releases) and much easier to configure since Symantec integrated the major workflows. However upon performing some basics on Incident request, I experienced some difficulties on escalating the incident. In 7.1 SP2, by default, there is a group Support 1 and Support 2. This 2 groups have relationship by default in which an incident can be escalated automatically by Support 1 to Support 2. In 7.5 MP1, only "Support" group was available out of the box. I cant find a group related to Support on which an incident can be automatically escalated to a higher level. I did a few research and found that relationships can be define in users, group , etc but Implem guide did not provide much details on this functionality.
Is their a way to do the same in 7.5?
I just dont know if I just missed out something on the configuration or maybe a new term was used?
Appreciate your comment and suggestion.
Thank you in Advance.
regards,