Define condition for SR Escalation
SummaryWhat condition should be defined to escalate the service request?
We have a problem that I wish for assistance in Oracle Engagement Cloud. I have configured the following:
1- From the Object Workflows I 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: (isAttributeChanged('WarnedFlag') && WarnedFlag=='Y')
4- Email template defined to be sent to both the supervisor and manager