So I have a Trigger:
Comment text - Does not contain the following string - *Escalation Information*
Group - Is - Group1(yourgroup)
Ticket - IS - Updated
Assignee - Changed from - (current user)
ACTIONS:
Assignee - (current user)
I created a Macro that puts *Escalation Information* into the Internal Note. That way they have to type in the comment why they are Escalating ticket to another Agent. If they just try to push to another agent without the Macro it goes right back to them. This is the workaround we have now.
I hope this makes sence...