Hi all,
I need to create a template for an escalation path for an On call schedule requirement.
Here is the requirement:
So I need to create a UI action button in incident form when that is clicked it should trigger the escalation template, the escalation path will have 3 escalation points with each escalation point having a primary on call person and this person will receive a message and if they have not replied will receive another msg after 5 mins and if still no response after 10 mins then it should escalate to the 2nd point of escalation.
I have created the 1st,2nd.3rd escalation shifts but I am not able to create the escalation path(i.e primary on call functionality for the 1st shift and same with rest of the shifts)
Note: I need to make the escalation path as a template that can be used on any group
