Service Request Escalation Configuration
SummaryHow do I update the milestone status automatically after the Warning icon appears in the Time Remaining field?
I have a problem. I have configured the following:
1- Created a milestone object called Escalate_SR_after_milestone_is_reached (for the first escalation which takes the SR to the supervisor and another called Escalate_SR_after_milestone_is_reached_Manager (for the second escalation which takes the SR to the manager)
2- Event Point: When a record is updated
3- Condition: MilestoneStatusCd == 'Warning'
4- Email template defined to be sent to the supervisor and manager
I created a service request and when the milestone label generated the warning icon next to the First Response Metric I got no email. What am I missing? I have little knowledge in scripting. Can you help please?