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I have SLA time to resolve with 3 level...
Level 1 | Action --> Assign to Group
Level 2 | Action --> Assign to My Leader
Level 3 | Action --> Assign to my GM
When My leader to assign on ticket and auto escalation to level 3(To my GM), technician assigned two technician my Leader and GM..
How to if i want dispose my leader after escalation to my GM ? How i must configure on my SLA ?
Please help and Guide me..
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