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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 fails to acknowledge a scheduled ticket multiple times within 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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The CW Scheduled Ticket Acknowledgement Alert 3.0 uses the following data from ConnectWise Manage: 

• Tickets
• Schedule
• Users

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EDITS:

Suggestion for #8. Would it be better to add a line describing escalation? While I do understand that this caters to MSP, maybe just a description "The escalation process happens by sending an alert to the manager or designated supervisor when (mention the trigger for escalation). This is where you can set your escalation cycle, escalation threshold, escalation steps, and escalation alert messages."

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