Sometimes we will need to reset the escalation of an incident.  Is that possible?

This is not currently possible.  Once an incident is escalated it cannot be un-escalated. 

This is something we will probably have to address in a future version.  In your escalation process do you allow your users to skip escalation levels?  If skipping levels is allowed, it should probably allow clearing the escalation level as well.  If skipping is not allowed, however, we also do not allow users to go down in levels, it can only go up, so how would you see unescalation being handled?  Perhaps it should have an Admin override like the workflow steps do.  Any thoughts?

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Dan Suceava
http://www.axosoft.com

Perhaps a clear escalation security feature would be the answer.  Then control of the ability is determined for an organisation and they can take responsibility for the escaltion handling.  As long as it was audited and clear then it could be as simple as a button  (or perhaps a button and a form with a text box for entering the reason it was de-escalated).