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Define condition for SR Escalation — Cloud Customer Connect
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Define condition for SR Escalation

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edited Feb 5, 2019 4:27PM in B2B Service 18 comments

Summary

What condition should be defined to escalate the service request?

Content

Good day,

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

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