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jbjbjbjb 

Escalations "stuck"?

I'm looking at the Case Escalations --- Setup -> Administration Setup -> Monitoring -> Case Escalations --- and several cases are still sitting there, several hours *after* the "Escalate At" time. Does anyone know why they might not be escalating?

Thanks
werewolfwerewolf
That is a bit unusual.  Are they still there now or have they been processed?
jbjbjbjb
The problem seems to have largely cleared up. The escalation queue finally emptied itself out - some escalations were up to 48 hours late - and my tests today show that Cases are escalating as expected, within about 30-40 minutes.

I didn't do anything, though, that could explain the resolution...Any idea how this could have happened or why it resolved?

Thanks.


Message Edited by jbjb on 01-16-2009 02:47 AM
jblockjblock
Mine just are plain not firing at all. What am I supposed to do? Support is not getting back to me... ;(
werewolfwerewolf

Are your escalations perhaps using some Business Hours?  Maybe they're not escalating because the escalation times are being calculated in Business Hours?

 

Is this on production or in sandbox?