I have the requirement to send out a notification to the responsible service agent in case the service ticket is escalated. The ticket is then routed to the manager of the respective service team. I have set up a workflow rule notification with condition that field escalated is set to escalated as well as recipient set to service agent responsible for ticket. Somehow the rule is not triggered. The service agent does not receive a notification.
Any suggestions? Has it possibly got something to do with the org structure?
Thanks for your help,