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Email Notification Rule: Chain - Action Issue

Received Response
edited Feb 19, 2019 9:37PM in Reporting & Analytics for B2C Service 3 comments


Created an email chain rule that should escalate to an action rule. Rule is not escalating properly.



I am working on creating a new email rule with the OSvC console that alerts the assigned user when an investigation assigned to them is past due. For the sake of this rule, I have created two separate rules (under the Functions portion): First Notice Chain & First Notice Action.

The First Notice Chain establishes the criteria (If) and Then escalates it to a new level (Investigation Past-Due First). The First Notice Action looks for items that have been escalated to Investigation Past-Due First (complaint.escalation equals …) and then appends a response template and should run a custom Rule email.

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