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Escalation Workflow for Automated Responses and Status Updates to Incidents — Cloud Customer Connect
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Escalation Workflow for Automated Responses and Status Updates to Incidents

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Summary: Escalation Workflow for Automated Responses and Status Updates to Incidents


Content (required): We are looking to create an escalation workflow to send an automated response and update the Status field on the incident if no response has been received from a customer.

We currently have a workflow to notify our analysts if a case has not been updated (based on a custom field) after so many minutes/hours/days, so not sure if we are able to have two escalations.

I have tried different iterations but have not had any luck in setting up.

If anyone has been able to setup an escalation workflow to automate the responses and updating the Status, and the rules used, that may help me to determine if we can do both or just one. Thanks!

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