You should set escalation for each service level y entering time limit for every priority level. If you set time limit at 0 for any priority level, the escalation is turned off and it will not happened.

Priority escalation takes place every time the SL escalation period for a certain priority exceeds. Therefore, for every available incident priority an SL time limit must be defined. After that period, incident priority is incremented. When the incident priority has reached “High”

priority, there is no further escalation is performed. Thus, incident maintains in “High” priority until resolved.

You enter the time in hours how long incident can be in a particular priority level before it is escalated to the next. You have to enter the SL time limit value for all the priority levels.

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