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escalation rules

edited Nov 22, 2019 10:28AM in CRM 1 comment

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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