How can I escalate on open tickets?

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Please use Sev1or Sev2in subject line when you send email to This triggers our escalation SLA workflows and alert notifications. The escalation handler handles string variants such as Sev 1, Sev-1, Sev_1 and in a case-insensitive manner. Emails with these strings result in the creation of a Sev1 or Sev2 ticket. Alternately, you can also set the severity level from the web form when you file the ticket by clicking on the Submit a request link from the Support Portal. Refer this page for our severity level definitions.

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