Questions tagged [escalation]

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Create Escalation Process

I have a little question regarding an escalation process I want to put in place : Basically, our customer service team is handling contact from all channels on cases. I set up the case record type &...
Mathis's user avatar
  • 1
-2 votes
1 answer
323 views

Case Escalation [closed]

I have a requirement where case should get escalated after 3 hours, once the case is escalated it should be assigned to owner's manager. Can someone help me here
SFDC Newbee's user avatar
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1 answer
356 views

Approval Process Escalation after x number of Business Days

I've been searching for a solution to this for over a week now, but no luck. The short description is that we have an approval process on the Order object, with multiple steps, each step containing ...
99LittleBugsInTheCode's user avatar
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0 answers
729 views

Check Queue Name in Formula

Is it possible to reference a queue by name within a case escalation formula? Salesforce throws an error that looks like the view source of an entire web page when I try to use either of these to ...
servo's user avatar
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1 vote
1 answer
89 views

Cases created via REST API bypass escalation rules

I noticed that Cases created via REST API bypass escalation rules. It's as if they don't exist when checking in the escalation monitor. Is there a best-practice way to get them to follow normal ...
Best Dev Tutorials's user avatar
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1 answer
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Email alert are not sent to user in time based workflow in sandbox

The time dependent workflow actions for a workflow I use is an email alert. As i need to sent an email in 25 mins to user if case remains open after it's creation. I have referred this link to ...
Snehal's user avatar
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0 answers
268 views

Case Escalation rules : Dummy update on case updates the IsEscalation to false

We have an case escalation rule which fires on the below condition AND(Account.Head_Segment__c = 'Liteal oluios', ISPICKVAL(Status,"Rejected"), Original_Case_Requestor__r.On_Leave__c, ...
Vishal Nayak's user avatar
0 votes
1 answer
529 views

Case Escalation Rules : ISCHANGED(Status)

When we do a dummy update on the case the escalation rule moves out from the monitoring queue. I guess it happens when we have ISCHANGED(Status) in the escalation rule. Please find the below ...
Vishal Nayak's user avatar
2 votes
1 answer
709 views

case escalation if there is no email reply

Scenario I want to escalate case if no one gives a reply(only in form of Email) for the case within 24hours. Background I searched a little bit and figured a way I don't know if it's proper or not or ...
Indrajeet Latthe's user avatar
1 vote
1 answer
2k views

Trigger a workflow when case is escalated

When a Case is escalated through an Escalation Rule, the standard checkbox field 'IsEscalated' is updated - it is set to true. This is an update, like any other, and should fire workflows and ...
NITHESH K's user avatar
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1 answer
5k views

Case Escalation Action Doesn't Fire Based on Time Criteria?

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 ...
NITHESH K's user avatar
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1 answer
3k views

IsEsclated Checbox is unchecked automatically when the case is closed

The IsEscalated checkbox is getting unchecked automatically when that case got closed which is escalated. So my doubt is, this behaviour of unchecking by itself is the standard salesforce ...
pavan kumar's user avatar
1 vote
1 answer
3k views

Getting an error upon deactivating user due to "receiving cases or notifications as part of your case assignment/escalation rules."

I am getting the following error upon attempting user deactivation: You cannot deactivate this user. You cannot deactivate a user who is receiving cases or notifications as part of your case ...
Skobiwankanobi's user avatar
0 votes
1 answer
47 views

Can I use the Soap API to get Escalation Rule Info?

I want to get Escalation Rule Info with Soap API, but in Soap API have no EscalationRule class.
user38530's user avatar
1 vote
1 answer
822 views

Escalation workflow rule for case

So...I created a checkbox formula field on a case that clicks true if the following criteria are met: IF( (TODAY()> Contact_Cust_Identify_Issues__c ) && ISBLANK(...
ShannonA's user avatar
1 vote
0 answers
490 views

Notify a public group on Escalation

I want to notify a public group on Escalation of case. I have created a Escalation process on case. And now I want to send a notification email to a public group. But I am only able to find a notify ...
Anu's user avatar
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