Questions tagged [escalation]

The tag has no usage guidance.

Filter by
Sorted by
Tagged with
0
votes
0answers
17 views

Escalation rule logic not working

I have a sequence of 4 rules in one Escalation with slightly different criteria primarily based on country. It is set to escalate on either 24 hrs or 24 & 48 based on the country. Currently, the ...
0
votes
1answer
98 views

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 ...
0
votes
0answers
50 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, ...
0
votes
1answer
51 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 ...
2
votes
1answer
144 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 ...
1
vote
1answer
398 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 ...
0
votes
1answer
865 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 ...
0
votes
1answer
539 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 ...
1
vote
1answer
528 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 ...
0
votes
1answer
25 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.
1
vote
1answer
543 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(...
1
vote
0answers
140 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 ...