Escalation Notification

[Former Member]

Hello experts,

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,

Nicolas

[former_member200026 · Accepted solution]

Hi Nicholas,

Under Basic Data please check the Timing set. If it is set to "scheduled" then the notification will be sent depending on this condition

Regards,

Bejoy

[Former Member]

Hi Nicholas,

with respect to your phrase;

The ticket is then routed to the manager of the respective service team.

I have the same requirment: according to the service team getting the ticket, at escalation, the ticket goes to the service team manager.

How it is possible to set this rule in the system? I could set the escalation status as condition, but not the service team.

Thanks in advance for your hint.

Kind Regards

Rosalia