I have some triggers, to set an escalated ticket to priority “high”. For that i use “escalated relative at 1 Minute before”. Is there an opposite way like “de-escalated relative at time”? I would like to set the priority back to normal, if the escalation condition is gone.
Theoretically speaking, without having it verified in any way, you’d have to find a clause of the opposite. Like escalation relative before n minutes. Not within. But that highly depends on which escalation attribute you’re using because each timestamp may behave differently.