Standard ways of implementing Escalations

[chetannagaonkar]

Hello,

I wanted to know if one implements the escalations using regular groups or create roles as Level 1, Level 2 and Service Manager. What is a standard way of escalating (and indeed assigning the ticket to the next level (group/role/inidividual))? If you want to escalate to next level, do you create a role/group and then assign it using GenericAgent or simply use specific agents to assign the escalated ticket?

Chetan

[chetannagaonkar]

Nobody? . I wanted to know if there is a standard practice and how is everybody managing escalation timings if GenericAgent can be made to run with minimum of 10 mins only. I mean how are escalations that get triggered in between 10 mins managed and the actions taken appropriately?

Chetan