Improvement
June 05, 2023
Escalation Rules now support Billing Codes and Change Management
We have greatly expanded the Ticket fields you can use in Escalation Rule ticket matching!
The update has increased the fields from 5 to 17, including Change Management fields. With the improvement for Change Management, you can now easily route, assign, schedule, and escalate tickets actively in Autotask Change Management workflow, with Rocketship knowing to use your standard Escalation Rules once the ticket is out of Change Management.