Escalation rules is not working
Content
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
Thanks,
Seethalakshmi
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