On-Call Scheduling - In Escalation setup tab the default is based on the roasters but we need that functionality to be disabled and make default as "custom"

[Sarah69]

1) On-Call Scheduling - In Escalation setup tab the default escalation type is defined based on the roasters but we need that functionality to be disabled and make default as "custom".
2) Once the Custom is made default then when we create a custom escalation then there is a default escalation set created from OOB with name as "shift - Default escalation set" - Can anyone let me know from where does this default escalation is created (which script is responsible for to create a default escalation set)

Thank you in advance!

[Yousaf]

Hi Sarah,

Please go through these docs.

Create an escalation policy - Docs

Mark Correct or Helpful if it helps.

[Sarah69]

Hi Yousaf,

Thank for the link in Docs, But Can you please provide the script where default escalation type is populated defined based on the roasters in Escalation setup tab and from there need about the script where Default escalation set is created from OOB.

[Sarah69]

Hi All,

Got the answer for the first point : 1) On-Call Scheduling - In Escalation setup tab the default escalation type is defined based on the roasters but we need that functionality to be disabled and make default as "custom". - UI macro which is triggering the Escalation is the formattor with UI Macro

Can you please let me know the script if any for the second question:

Once the Custom is made default then there is a default escalation set created from OOB with name as "shift - Default escalation set" for example APAC - Default escalation set

Can anyone let me know from where does this default Escalation SET is created (which script/flow is responsible for to create a default escalation set)????

[Anoushka99]

Hello,

Did you find an answer to your questions I am currently struggling with the same thing. Can you help me understand if you have solved it.