The escalation email sent to Managers lists the Supervisor in the responsibility column instead of the actual assignee, leading to confusion. Managers receiving the second escalation may incorrectly assume that the action is assigned to the Supervisor.

It would be more effective if the email:

• Included both the actual assignee and their Supervisor, as well as the Manager in the table.

• CC'd the action assignee in escalation emails sent to Supervisors/Managers.

• Included the ability to add custom text (to add more detail as to next steps etc).

Ref support ticket 64391.