The ability to escalate to another tier tech group.
Example, lets say you are level 1 of main tech group.
You do your trouble shooting, add your notes, and want to escalate the ticket... there should be a if/then statement type of scenrio that if there is no level 2 of said tech group, it should escalate to another tech group.
The way I would like it to work is this...Helpdesk level 1, escalates to Helpdesk level 2, level 2 escalates to tech group engineering level 1, and level 1 escalates to level 2 of that tech group
Basically have a way to escalate to other tech groups or have a pull down to who or which group to escalate to, either or.
