Escalation Notifications - The current escalation process and notification process is a global yes /no. The problem is that this blanket approach sends too many emails to irrelevant people and for works that are no critical enough to Warrant this type of response.

Solution

Part 1 - possibly move the escalation flag to the SLA this would allow discrete processing to happen or have an opt out button on the SLA to negate the global parameter.
Part 2 - Add flag in SLA to opt into sending escalation notification emails that then looks at
1) add additional field to SLA to select one or more Work teams to allow escalation email to be sent only to that work team; and
2) add additional field to SLA to allow a individual Craftsperson to receive escalation emails (be ware not to double up if the person belongs to 1 above
3) possible apply the same logic above and add additional thing such as work team or individual email address.

this also could be the same format as the notifications for issued WR