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Enter the template name for the escalation.
Set the escalation time with regard to due date.
Select to whom case has to be escalated from the drop-down list.( User, role or hierarchy)
Select the email template of the escalation.
Set the task for the escalation.
Change the status of the request as open,close or in progress.
Enter the alert message on the escalation request.
Select the SMS template from the drop-down list.
In Escalation, select to whom the request to be re-assigned.