A couple of questions about escalations : We want to escalate tickets if the have not be taken after an hour. Escalating means, for us, changing the priority ( start at 5, count down to 0) and also, notify the queue CCAdmin. This would only happen during our work hours - So, a ticket that comes in at say 3:30pm at Pri 5, would at 4:30 go to Pri 4, and CCAdmin be notified. At 8:30 the next morning, it would go to Pri 3, at 9:30 to 2, etc. At Pri 0, it would just notify once an hour, until taken. I don't see a built in to do this - the escalations seem to be designed on longer time frame - daily. Any one have any ideas / suggestions?
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