Register today for Oracle CloudWorld. October 17th - 20th, Las Vegas

Register now

Hillel Cooperman, Senior VP of User Experience Design, has a message for you on Oracle CloudWorld

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

Escalation Workflow for Automated Responses and Status Updates to Incidents

Received Response
1
Views
1
Comments

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!

Howdy, Stranger!

Log In

To view full details, sign in.

Register

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