You need to sign in to do that
Don't have an account?
Case Escalation Rule Question
First off, I am using Professional Edition. OK, now that you're done laughing....
Second, I am attempting to create an escalation rule that states the following:
"If the owner of a case is not a queue and the Case Status is set to Open, send email to case owner stating that the case status must be set to something other than 'Open'"
Here is what I have so far for Rule Criteria:
1. Case Status EQUALS 'Open'
2. Case Owner DOES NOT CONTAIN tier,data,MSP,future,internal (<---- These are the partial names of case queues that we have set up)
For some reason, notification emails are still being sent to the queue when the rule kicks in. It doesn't appear to be evaluating the rule properly.
What might I be doing wrong here?
Thanks,
Joel
You can choose 'formula evaluates to true' instead of 'criteria are met' from the dropdown. You can then use the 'Insert Field' and 'Insert Operator' as well as any of the listed functions to build the conditions. The expression needs to evaluate to a true or false.
All Answers
What Queue name is the email being sent to?
I have it set to notify the case owner so it should go to either a queue or a Support Rep.
You can add the following to the Escalation Rule so it only Escalates when the OwnerID is a User (not a Queue) sicne User IDs all start with 005..
LEFT(OwnerId,3) = '005'
You can choose 'formula evaluates to true' instead of 'criteria are met' from the dropdown. You can then use the 'Insert Field' and 'Insert Operator' as well as any of the listed functions to build the conditions. The expression needs to evaluate to a true or false.