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escalation rules
I'm getting cases that are escalating, and I don't know why. Is there a log file or some way I can see the rules applied to a case to see why it was escalated?
example:
new case, no response from a tech gets escalated to a manager after 1 hr
assigned cases, no response from a tech in 24 hours gets escalated to a manager
assigned casses, no response from customer in 72 hours gets escalated to a manager
there are three more rules "blocking" the escalation - don't escalate scheduled cases, customer-on-hold cases, or closed cases.
I seem to be getting random closed cases.
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