We have an 'Escalation' field on our incident table, which I presume calculates the length of time the incident has been active. It automatically changes from Normal, Moderate, High, and Overdue.
I cannot find where the rules are set-up for these escalation changes. I don't see a business rule, or SLA Definition, Inactivity Monitor, or anything that tells me the criteria that changes the escalation value.
Any ideas?
