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• New NetSuite Prompt Studio Contest
• And more!
Check out this thread to learn more!
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Don’t miss your chance to meet our SuiteGurus—NetSuite Support professionals and subject matter experts with extensive experience in select product areas, including OneWorld, Advanced & Basic Accounting, Supply Chain Management, Receivables & Payables, CRM, Account Administration, and the SuiteCloud Platform. Full Conference attendees can prebook exclusive 30-minute one-on-one sessions for your product questions.
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escalation rules
I'm getting cases that are escalating, and I don't know why. Is there a log file or some way I can see the rules applied to a case to see why it was escalated?
example:
new case, no response from a tech gets escalated to a manager after 1 hr
assigned cases, no response from a tech in 24 hours gets escalated to a manager
assigned casses, no response from customer in 72 hours gets escalated to a manager
there are three more rules "blocking" the escalation - don't escalate scheduled cases, customer-on-hold cases, or closed cases.
I seem to be getting random closed cases.
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