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]

We're a MSP with a global instance. We don't use the escalation field but have escalations. The way it works for us: all requests and self service incidents default to Tier 1, a single group of engineers. If Tier 1 can't resolve, 'escalate' to Tier 2 which is generalist. Server experience or Storage, etc. If Tier 2 can't resolve, assigned to Tier 3 (specialist), Windows OS, Linux, or IBM Storage team, etc.