You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Clear Escalation Level

Accepted answer
36
Views
5
Comments

Summary:

Clear Escalation Level

Content (required):

Hi All,

I used this answer:https://cx.rightnow.com/app/answers/detail/a_id/7815 to apply Clearing escalation rules before moving to a closed state. It works but am worried about how to track this in the report. The info in the incident shows no value for the escalation level (see attached). I have also attached the business rule which seems to work as expected.

How will I be able to track escalated incidents after that clearing has been done?

Any ideas are appreciated.

Regards,

Sylvia


Version (include the version you are using, if applicable):

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!