Deepesh Chaudhary

We want to provide our user with a flag which they can choose to escalate the case. This can happen after the case has been created and for some reason user wants to escalate the case. For this user(customer or staff) edits the case and checks the escalated flag and we can create triggers so when this happens we notify our support org. once things are brought to normal, customer and our support team should be able to de-escalate the case by unchecking the flag.

also key to feature would be to able to report on it and have a history as to find how many cases were ever escalated.