We have a help desk group for a request type for most requests but if we escalate it goes to level 2 of help desk.
Is there a way to elevate to a different tech group? Or would you have to change the request type association?
You likely want to create an action rule that triggers on the update which should be triggered by the escalation and has criteria that matches the escalation level(plus any other criteria to make it specific enough for those particular tickets and so it doesn't have a chance to get stuck in a logic loop). You would then set the action to change assignment to the alternate tech group. I haven't tested it to confirm it would work 100%, but the logic seems reasonable that it can and it should point you in the right direction on how to handle it if my suggestion doesn't get there already.
SolarWinds solutions are rooted in our deep connection to our user base in the THWACK® online community. More than 195,000 members are here to solve problems, share technology and best practices, and directly contribute to our product development process.