Forum Discussion

Jodee1's avatar
Jodee1
New Member
10 years ago

Users added to watchlist automatically when ticket is escalated

When our tickets are past the due date it is adding every user in service desk to the watchlist.  How do you prevent that?  There are users in there that have nothing to do with tickets and it keeps ...
Problem
Bcshay's avatar
Bcshay
Active Contributor
10 years ago
How do you have Escalations configured for that particular service?

This is the default behavior below. If it's operating otherwise than there definitely is an issue with your account.
  1. Escalations

    Click the Priority & Resolution 'more' link to specify the escalation timeframe for any given priority level. When an incident is escalated an email is sent to the service's administrators as well as the current assignee of the incident.