Escalation within Assignment Groups

[ryan_dinwiddie]

Scenario: I have different countries sharing an assignment group for ERP support; we keep their tasks separated based on location. What I am trying to figure out is how do others in the same situation handle escalation within the same assignment group? Color changes (field styles); add a custom field for escalation (in the case of non-incidents). Other ways to "flag" escalated tasks?  

Example: We have a global ERP; all of the development is done in North America. But we have local support in Europe. Sometimes the local support is unable to resolve an issue and needs to escalate to the North American ERP support. As they share the same assignment group we need to flag these tasks as escalated.

Thanks in advance!

[Michael Fry1]

OOB there is an Escalation field. I believe there is a UI action called Escalate that will bump that field from Normal, to Moderate, or High or Overdue. Each choice has a field style so it highlights the field based on your selection. You could then sort your dashboard so Escalated tickets show at top.

[ryan_dinwiddie]

Michael Fry I knew there was the OOB escalation field (I think its only on the incident table though). We might be getting incidents or catalog requests escalated so I was looking for a solution that would cover other task types. Thanks for the input!

[Michael Fry1]

That escalation field should be available for all types of tickets and you could easily make the UI action available too.

[ryan_dinwiddie]

Michael Fry have you seen anyone else do something other than use the OOB escalation field? If so, what did they do?