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8. This will open the final module that you need to configure - the Escalation module.

The escalation process happens by sending an alert to the manager or designated supervisor when the technician has reached the threshold of not updating in progress tickets for too long in a defined time frame. This is where you can set your escalation cycle, escalation threshold, escalation steps, and escalation alert messages.

9. The Time Frame is when the count of alerts and escalations would reset. For example, setting a Time Frame of "Week" would reset the accumulated count of alerts and escalations to zero every Monday.

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