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Kristen Roberts 20Kristen Roberts 20 

Email Alert and Field Updates after Case Escalation

Is it possible to auto update the case status and priority field after a case is escalated?  I tried to create a time based WF based on ISEscalated, but the WF isn't triggering.
Ajay K DubediAjay K Dubedi
Hi Kristen,

You can update "the case status and priority field after a case is escalated" by simple workflow Rules.

1.) To create "Workflow rule" search "Workflow Rules" in  "Quick find box" create new Rule  then select the object "case" and then in Evaluation Criteria select "created, and every time it's edited".
2.) In Rule Criteria select "Case :Escalated" equals to true.
3.) Now Select "New Field update" in Immediate Workflow Actions and now select the field  to update "status" and select the value of status in "Specify New Field Value" and save it.
4.) Repeat Step 3 again for priority field and save it.
5.) You can also add "Email Alert" in Immediate Workflow Actions.
6.)Lastly activate your workflow Rule.

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Regards,
Ajay