Elizabeth, we currently have Response Levels that we call Priority 1 through 5.
I have the Ordered list that you mention too. If i set an escalation action to change Priority, it changes according to the Ordered list. Does this at all affect the initial Response Level or does that remain the same? Is it transparent to the end user/analyst? So i can use the Ordered list for behind the scenes ticket flow? What is the 'Increment' value in the change priority options?