New KB: Troubleshooting Escalation Rules: Common Reasons for Non-Matching Tickets
We have a new KB article that may interest you:
Troubleshooting Escalation Rules: Common Reasons for Non-Matching Tickets - Escalation Rules map tickets in Autotask to escalation paths used by Rocketship to assign and (if configured) automatically schedule resources. At times, a ticket may not match an Escalation Rule. This KB describes how to troubleshoot when an Escalat...