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How to send the escalation email in Service Request

edited Dec 23, 2022 10:06AM in Fusion Service 1 comment

Summary:

I working with SLA , and for First resoultion matrix we have given 2hrs. If within the time response is not received then we need to send the escalation email to manager.

Content (required):

Unable to access the 'Time Remaining' field, though we use another field to store the value as 'Time Remaining' is the formula field it will trigger every time. How can we send the escalation email

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


Code Snippet (add any code snippets that support your topic, if applicable):


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