Escalation Management is an important ITIL process within service operation. It is to bring attention to the management to those customer situations which could otherwise result in customer dissatisfaction or damage the service provider's reputation.
This section talks about how SapphireIMS offers different types of escalations in one single screen.
To begin configuration of hierarchical management first define 'Escalation Levels' and 'Escalation States' as explained in each of the links below
1. Escalation Levels (Click here to read the details)
2. Escalation States (Click here to read the details)
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