Hi,

 

I'm looking for where escallations are stored in the database for incidents.

 

We have escallations setup for our incidents (level 1 and 2). Our servicedesk get an escallation email when it is time to remind the technician of an incident about to run out of time. The servicedesk personell make a note of this conversation with the tech in the incident.

 

I know how to find the notes but I would like to match it with the sent escallation to see that the process actually is used. What I mean is to query the database for the escallation sent and see that we have a note on the incident mathing this time give or take the allowed timeframe.

 

Is this possible?

 

best regards

Markus