Hello,
during the transition 2nd → 3rd level, the agent selects the 3rd level team which is usually a Vendor and for monitoring purposes precisely because the Assigned Team was left empty and we could not monitor it from the queues there is the corresponding Automation “[ITP][Service / Incident]Assign Team on escalation (2nd to 3rd)” where it refreshes. I see a similar automation for the 1st → 2nd transition “[ITP][Service / Incident]Assign Team on escalation (1st to 2nd)” In production, the respective transitions have the required fields and it does not proceed without them being completed.
Any thoughts ?
