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reema_agarwalreema_agarwal 

workflow to escalate a case

Hello

I am new to workflows. I want to escalate a case if it is not solved within 2 days for this i have written the following rules

AND( 
NOW() - CreatedDate >= 2, 
NOT( ISPICKVAL( Status ," Closed") ), 
ISPICKVAL( Status ," Approved"), 
ISPICKVAL( Status ," Rejected") 
) 

 

where CreatedDate is the Date/Time opened field. I have activated the workflow still its is not working.Can anyone plz help me.Also if i want to escalate the case within an hr or 10 mins wat should be the Syntax.

 

Thanks!

MandyKoolMandyKool

Hi,

 

Have you writtne a time based workflow?

 

Try writing a time based workflow and it should work!!!

MandyKoolMandyKool

Also is there any specific reason why you are writing a workflow for escalation?

You can try Escalation Rules for case escalation.