Hi there,
We have a custom field on our ticket called 'Assigned Team'. Our triage team assign tickets to various teams which then appear in queues and automation sends emails to those teams to say they have ticket assigned.
In our escalation process when a ticket is changed to Escalated a notification goes out to a Teams channel, an email to the systems engineering team and the assigned team is changed.
Here is my issue, when the Systems Engineering team are finished with the ticket and want to 'de-escalate' it, they will move it back to In Progress but then they need to figure out who the team was that escalated it in the first place. I would like to have some automation (ideally) that would revert the team back to the team that escalated it in the first place.
Any ideas if this is achievable in any sort of fashion?
Thanks.
