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Escalation rules is not working

Received Response
edited Apr 6, 2017 10:09AM in Agent Desktop 11 comments


Hi All,

I am not using SLA in Escalation.

I have specified 2 level of escalation. As per rule first level escalation is working fine.

For Next level escalation - I have created one custom field to capture the incident last updated time.

By using the custom field, I have specified 2nd level escalation 

For example:

1st level:(working)

if -Status equals open

Then- Escalate to level  10 mins

         +30 mins from (Date created)

2nd level: (not working)

if -Status equals open

Then- Escalate to level  20 mins

         +20 mins from Custom Field (Date last updated)

Any idea will be helpful




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