Escalations is not Working
SummaryEscalation for Incident.Due Date is not working
In my system, i am creating two rules:
Rule 1: IF incident.Queue ID = 'XYZ' and Incident.Previous Escalation Level = 'Unspecified'
Escalate to 'IT level 1' + 30 Mins relative to Incident. Due Date and Recalculate and Revalidate.
Rule 2: IF Escalation level = 'IT level 1' and Incident.Previous Escalation Level = 'Unspecified'
Execute Object event Handler 'abcd'. //This is just to email about the escalation to the manager of the assigned.
The problem that i am encountering is that only the rule one is fired. Rule 2 is never fired. I am unable to figure out what could be the possible reason of this not working. I am not able to see anything in audit logs or Rule log. Not even in reports where the incidents escalation level and escalation details are columns.