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Building workflow rules to update fields on a case when escalation rules fire
I want to add a workflow rule on Cases to update a field when an Escalation Rule fires. However, I'm finding that "IsEscalated" is set to TRUE when the Case goes into escalation monitoring which is before the Escalation Rule Action actually fires. With that said, is there a good way to accomplish my goal?
Your best bet is to use the criteria are met rather than a formula, Select Case: Escalated, and set it to equals true. After, set an immediate action to update a field. Save, activate and test. Thank you and let us know how it turns out. Have a blessed day.
Best Regards,
Anthony McDougald