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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."
If yes, please apply to all new KBs.
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