I tried achieving escalation through the following Directly Called Services in Service Manager:
UT_SEND_ESCL, with all Property values.
But, it did not work.
However, when I tried escalation with ERMS workflow WS00200001, it works.
Please guide me if this is a standard behavior or I am missing something. ERMS Workflow can't send escalation mails to external e-mail IDs. Moreover, the use of E-mail forms, recipient ID, sender's ID appears redundant then.
Kindly guide me on this.