I suggest you introduce additional customer-specific content to the Behind the Blackboard interface.
E.g. my institution has a specific "Service Delivery Escalation Path" document distributed by our SDM. The current version of this document should be available when clicking the Escalate links on the BtBb page.
The general escalation procedures are of secondary relevance in urgent situations where you are seeking to effect an escalation.
We could probably suggest further customization, but this one seems very straightforward and a good place to start.
|Product Version (if applicable):||0|