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Status Update Emails for Escalatees
When you opt to send escalatees notification on update, the same template is used if they are just being put on the case or if the case is being closed. It includes the original message to the escalatee every time. This has led to our escalatees thinking they are just being put on a case when the case is actually being closed.
Seems like there should be two check box options, each with their own template:
Notify Escalatees on Escalation
Notify Escalatees on Update
We have voted for enhancement 146670 for 3 different templates for escalation. Please vote if you can use this as well/
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