Escalation Mails not received
I wanna escalate an email to Service Manager whenever there is a Private Message or post with highest negative rating (-3) captured in the Social Monitor from the Social Channels integrated with OSvC like Facebook and Twitter . To this I have written Business Rules as follows
Under Functions: Social_Media_Escalation
Rule 1: Follow up : IF Incident.Channel = Twitter/Demo Page , Facebook/Demo Page & Incident.Customer SmartSense = "Very Angry" & Incident.Escalation Level = Unspecified, THEN Escalate to Level Urgent(offset 1 hour), relative to Incident.Created
Rule 2: Escalate to Service Manager : IF Incident.Escalation Level = Urgent, THEN Send Escalation Notification to Assignee and respective Manager.