Hello, I wonder if anyone can help...
I have created a new process which has a single response level - the associated escalation has 5 actions which simply change colours of the Incident.
There is an 'initialise' action in this process which changes the process name to an existing process.
I've amended the existing process to create a reciprocal 'reinitialise' action back to the new process.
OK, when I reinitialise from the new process, the 5 escalation actions are cancelled and new escalations are created for the new process - this is as I'd expected..
If I then reinitialise from the existing process back to my new process, the escalation actions remain the same - as above, I would expect it to cancel those actions relating to the process I'm moving from and create new actions for the process I've moved to.
Is this because I have the 'reuse escalations' option ticked on the new process escalation?
Any help would be greatly appreciated,
thanks,
Keiron.