I have a question. CA Service desk can set escalate/transfer incident to another analyst
If analyst can't reponse to update incident detail.
Step to auto escalate/transfer incident in below:
1. employee1 open incident name 'Incident1'
select Incident Area = Hardware.
2. Incident1 Assignee to Analyst1. [Because, I Set fuction Auto assignment > Self-Service > 'Symbol = Hardware' assign to Analyst1.]
3. Analyst1 don't available in working day. [Such as He is holiday or sick very long time.]
4. I would like to escalate/transfer to another analyst if analyst1 don't response incident within 4 hours.
How can i configure it?