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Previous Escalation Level

Received Response
edited Jul 13, 2020 3:46PM in Agent Desktop 5 comments


How to get the value of Incident Previous Escalation Level ?


Hi all,

We have business rules to escalate incidents to different levels based on the relative time from the incident created date. One of the rules we are checking Incident. Previous Escalation Level is equal to EscalationLevel1 then send email ....

Is there any way we can get the value of Previous escalation outside rules? For example reports or workspaces where we can see what was the previous escalation level? Any suggestions would be appreciated.



Oracle Service Cloud Agent Desktop 19C

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