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Escalations and Notifications are executed by Events generated by activity in Service Desk, Inventory, Billing, system internals, etc. Events are generated by various conditions of the data as it changes (or doesn't) over time. For example, if the system receives an email that is registered as an Inquiry, an Event is generated. When the Inquiry is opened by a User for review, that also generates an Event. If the Inquiry is converted to an Incident or Service Order or is Voided, all of those generate their own Event.
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