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HP SM: escalation from interaction to change::: Category in change

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shilpa gowda
Respected Contributor.

HP SM: escalation from interaction to change::: Category in change

Hi Experts,

Can you please let me know, where it is defined that when an interaction is escalated to change ..by choosing the category as "request for change" it is creating a change with "default" as category in change.

We have different categories for change and corresponding approvals, so default cannot be used.

How can i add the categories defined for change to be asked before a change is created by escalation from interaction? so that escalating operator can choose the category.

Also when i check the categories "request for change" in db...i find that the formats used are IM.open.incident, IM.update.incident....

Can any one tell me how the flow is ...?

I have checked the escalation button display option conditions ..i could find nothing from there. And the wizard for escalation to doesnt give much detail.

Rgards,
Shilpa