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Build an Escalation

To build an Escalation that will use a Notification:

1. Go to Admin > Escalations/Notifications > Escalations.
2. Click the  button to open the Escalation builder form:
   
3. In the Escalation form, fill in the Required fields:
4. Escalation Name: Give the Escalation a meaningful name.
5. "Workflow Assigned & Manager Follow-up".
6. Start Event: Select a System, User-Defined, or SNMP Event that will begin the Escalation.
7. Must match the Event for the Notification we'll use: "ServiceDesk Item Workflow Assigned".
8. Add an Abort Event:
9. From the Abort Events list, check "'"
10. Sequences: On the Sequences tab, add at least 1 Sequence:
11. Click the  button on the grid's toolbar
12. Fill in required fields:
13. Sequence #: Any positive integer used to set the order of Sequence execution.
14. Type: The type of action taken by the Sequence. (described here)
15. Time To Wait: A time duration (e.g "1h 20m", "1h", "20m", "1", "1.5") that determines how long the Sequence waits to be executed on its turn.
16. Depending on the Type you select, other Required and optional fields will appear.
17. Click the  button.
18. Continue adding Sequences by making changes in the form and clicking the smaller button, or close the form.
19. Close the form.