E-mail escalation

[Former Member]

Hi,

We tried using the services in Service Manager profile for escalating e-mails. The same is not working at all.

Can somebody guide us on this? This is a top-priority task in our project.

Thanks,

Vivek

[Former Member]

What attribute are you escalating on? Theout of the box choices are:

ORDER_ACCOUNT ICWC_Order:account

ORDER_CATEGORY ICWC_Order:category

ORDER_IBASE ICWC_Order:ibase

ORDER_PRIO ICWC_Order:prio

ORDER_PRODUCT ICWC_Order:product

ORDER_STATUS ICWC_Order:status

ORDER_TYPE ICWC_Order:type

PROFILE ICWC_Order:profile

[Former Member]

Hi Glenn,

We are using the response time duration of the e-mails. We have added the same in Rule Policy as well action in Service Manager profile also.

Thanks,

Vivek.