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Remlee dela Cruz 1 Escalation rule loop process
I have an escalation rule created with the following settings
Rule criteria:
(Case: Status EQUALS New,In Progress) AND (Case: Case Record Type EQUALS Overdue Phase)
How escalation times are set : When case is created
Escalation Actions:
1. Escalate at 24 Hours and 0 minutes - Assign To - Team 1
2. Escalate at 48 Hours and 0 minutes - Assign To - Team 2
Team 2 will then assign the case to another user. Is it possible to trigger the Escalation rule again? After 24 hours the case will then be escalated to Team 1 then to Team 2, like a loop process? I understand this cannot be done on the escalation rule itself. How about by using trigger or flow? Thank you.
Rule criteria:
(Case: Status EQUALS New,In Progress) AND (Case: Case Record Type EQUALS Overdue Phase)
How escalation times are set : When case is created
Escalation Actions:
1. Escalate at 24 Hours and 0 minutes - Assign To - Team 1
2. Escalate at 48 Hours and 0 minutes - Assign To - Team 2
Team 2 will then assign the case to another user. Is it possible to trigger the Escalation rule again? After 24 hours the case will then be escalated to Team 1 then to Team 2, like a loop process? I understand this cannot be done on the escalation rule itself. How about by using trigger or flow? Thank you.