The Escalation Management add-on for SuiteCRM automatically escalates records to other members in the operational hierarchy when the record meets certain rules. Users can enter new rules that contain all types of defined criteria, from team organization, business hours and annual holidays, etc. This add-on helps prevent your customer issues from getting lost or going unanswered.
Admin Guide
Escalation management Configuration
To configure the Escalation management module you must have admin rights to do that. Admin->Escalation configuration->Business hours
Business hours: A configuration screen where you can define the organization's business hours.
Admin->Escalation configuration->Holiday Details
Holiday Details: A configuration screen where you can define the organization's holidays.
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