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Escalating REQs. RITMS, SCTasks

AmyCrawford
Tera Contributor

3 hours ago

We are a hospital and many times our caregivers enter a service request and need it fulfilled before the allotted SLA. This is a challenge because requests generate multiple tickets that could be fulfilled by various groups. Is there an OOB function to escalate request or tickets related to the REQs. Today they contact the Service Desk, which often times is futile. 

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Dr Atul G- LNG
Tera Patron
Tera Patron

3 hours ago

Hi @AmyCrawford 

 

OOTB escalation works on the incident; nothing on REQ/RITM. You need to build  your own logic or leverage the Incident escalation process for same

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Dr. Atul G. - Learn N Grow Together
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