Could anyone tell me if Remedy 5.01 gives you a feature to perform a bounce count when calls are re-assigned between support groups, and if so escalate a call to management when a bounce count reaches a threshhold. Thanks

I don't know that you need 5.01 for that. We simply built a counter field on our form and increment it on each reassign with a filter. When it hits our threshhold (7), we notify the manager/director of the team that is holding it to say that someone needs to take ownership of the ticket and get it worked on.

Make sense? If not, let me know and I can go into more detail.

Thanks Mat, I'm a bit of a beginner so will have a shot at what you've suggested. Thanks....