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


Problems with multiple escalations


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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