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Escalations

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edited Dec 14, 2018 5:50PM in Agent Desktop 1 comment

Summary

Problems with multiple escalations

Content

We want to have multiple escalations based on queue.

So an incident starts in one queue.   Will get escalated if it hasn't been worked in a day.   Then possibly moved to a second queue.   We want an escalation if is sits in that queue for a day.

So no problems with the first escalation.  It works fine.   I have a rule if an incident is escalated and moved to another queue, the escalation gets removed.   That works fine too.

But I can't get that third part to work.   I have 3 "IF" statements.

1- Status = Unresolved

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