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Service Request Escalation Configuration

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edited Feb 5, 2019 9:25AM in System Admin and Configuration 4 comments

Summary

How do I update the milestone status automatically after the Warning icon appears in the Time Remaining field?

Content

Hello everyone!

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?

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