For assigning an advanced escalation to a ticket, this one should contain a valid customer ID and valid SLA, so the advanced escalation for the ticket will be assigned based on previous configuration. Advanced escalations currently does not work for unknown customers.
It is possible to show advanced escalations columns in ticket lists, ticket list widgets and statistics. The advanced escalations data is calculated on-the-fly and could have a huge negative performance impact on the whole system.
Note
Escalation automatism is not supported. Use the generic agent or generic interface to trigger escalation events.
