Escalation levels seem like a great tool to be able to spawn multiple escalation points within a ticket.  We have such a need for one of our service desks.  When you set the new escalation time is that new time from the point the escalation time was reset or is that cumulative time since the ticket has been in the stage.  Here is the scenario:

New Ticket

- After 2 hours, send an email reminder

- After 24 hours, send an email to pool and manager stating that immediate action is needed

I would think this would be accomplished by doing the following:

In the Stage Entry procedure set the escalation level to 2 hours and have it execute the following escalation procedure:

If testIncidentProperty("Escalation Level") Equals "1"

sendEmail(true, "New Ticket Email Template", " ", "[=Email_Technician_Pool=]"," ", " ", " ", " ", "Halt on Fail")

setEscalationTime("1", "Days (using coverage schedule)", "Halt on Fail")

Else

sendEmail(true, "New Ticket - Over 24 Hours Email Template", " ", "[=Email_Desk_Manager=],[=Email_Technician_Pool=]"," ", " ", " ", " ", "Halt on Fail")

setEscalationTime("1", "Days (using coverage schedule)", "Halt on Fail")