What are filters, escalation , and active links, and can you provide examples for each?

Question

Accepted Answer

Filters, escalations, and active links are components in BMC Remedy used for automating processes and enforcing business rules.

Filters are used to restrict the data that is displayed in a form or a list.
Escalations are used to ensure that certain actions are taken within a specified timeframe.
Active links are used to automate processes and enforce business rules.
Example for filters: A filter can be set up to only display open tickets in a support queue.
Example for escalations: An escalation can be set up to notify a manager if a ticket has not been resolved within 24 hours.
Example for active links: An active link can be set up to automatically assign a ticket to a specific group based on the category selected.

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