Apex Code Development You need to sign in to do that
Don't have an account?
mlundwall Can't get cases to escalate
Hi,
I have set up On-Demand Email-To-Case which works fine. However I can't get the cases to escalate if not closed after a certain time.
Here is the set up:
Cases are created and placed in a queue. A time based workflow increases the priority to high after 1 hour, this works fine.
In escalations I have one rule and it is set to active.
In that rule I have one Entry with order 1 and criteria Case: Closed equals False. Ignore business hours, and time based on care creation.
In that entry I have one action: Escalate at 1 hour to queue 2 notify Me with email. Both notification templates are defined for email.
Are there any magic things that needs to be done? Any help appreciated.
regards
Martin
Cases can't be escalateded in sandbox...