We have some escalation rules setup and also field tracking on the Escalated field. But though a case is updated to not meet escalation criteria after the first level of escalation, I've never seen the IsEscalated field turn to false.

Does it happen? Does a case remain escalated always once it is escalated?

| improve this question | | | | |

It appears that Salesforce default behaviour has now changed - If a case is updated to no longer meet the criteria of the escalation, the case de-escalates. This behaviour has been confirmed by Salesforce support as expected.

| improve this answer | | | | |
  • is there a documentation link they provided? – Vid L Feb 24 '15 at 17:32
  • Unfortunately not. However, this can be confirmed by testing in our org. If a case no longer meets the criteria of an escalation rule, the escalation rules return "false" when re-evaluated and the case is de-escalated. However, If anybody is seeing different behaviour, that would be really interesting to hear about. – Bigears Feb 26 '15 at 9:19

Yes, the case remains escalated. This is the default behaviour.

However, you can have a workflow or trigger which changes the IsEscalated field back to false based on some condition. I've tried this just now.

| improve this answer | | | | |

Your Answer

By clicking “Post Your Answer”, you agree to our terms of service, privacy policy and cookie policy

Not the answer you're looking for? Browse other questions tagged or ask your own question.