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Escalation rules "revalidate" option not hit when incident is edited

Received Response
edited Jan 7, 2020 10:56AM in Agent Desktop 2 comments


Escalation rules "revalidate" option not hit when incident is edited


Hi everyone,

We have a goal to send an auto apology email based on specific conditions to customers when SLA is passed. Below are the conditions:

  • Incident passed SLA, with statuses New, Updated, Transferred, with no email sent by agent, in the List of Queues - send auto apology.

We have created escalations rules: Auto apology Set and  Auto apology Reached (please see attached). We would like to cover the scenario when an agent makes an update to an incident, but no response was sent by agent and SLA passed.  


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