Escalation DL escalation can be stopped from a user in a level it already went to even if it has already escalated.

We have multiple levels in an escalation DL. Currently, if a message does not have its requirements met, it escalates to the second level and so on. If someone in level 1 meets the requirements (opened, or read if set) they cannot stop the escalation if the message has gone to level 2. This causes issues in our provider groups and managers are being notified and can be the only ones to stop the escalation.

We would like anyone that has already been in the group for an escalation DL to be able to satisfy the requirements and stop the escalation even if the message has already moved to a higher level.

  • Guest
  • Feb 8 2022
  • Attach files