I had created new escalation rules with following criteria
(Case: Issue type CONTAINS Regular) AND (Case: Status CONTAINS New)
Business Hours Settings - Use business hours specified on case.
How escalation times are set- Based on when the case is created.
Case Escalation Actions
And I created new case and tried to test. but after 30 minutes I did not get any email, despite what I indicated in escalation action.
I have checked in Case Escalation in Setup . I can see my case as listed down in escalated Queue. After age 30 minutes crossed I can still see case in escalated queue list.
And also I checked in
Case object for a field
IsEscalated but it is false after 30 minutes.
What am I missing? How can I get the email to send?