Escalation Level

The Escalation Level represents a certain hierarchy for escalating various events and situations (such as Tickets, Incidents etc.). It expresses the level of urgency for a particular event / situation.

An increase in the Escalation Level reflects an increase in the urgency of an event / situation. This can happen because a deadline has passed or is approaching or a certain amount of time has lapsed since the last increase in the Escalation Level.

Catalog of Escalation Levels

Typically, if an issue is not solved according to the planned schedule or the business rule, the issue is escalated on the first level. Then, if the issue remains unsolved it will be escalated on the second level, and so on.

Escalation level in Edit View:

The Escalation level consists of a Name and a number which represents the increase in Escalation Levels.