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Ritika JRitika J 

Case Escelation rules

Hi ,

 

I have created escelation rules  for cases .When i am creating records matching the escelation criteria , i am able to see the  cases in escelation queue under monitoring but Flag 'Escelated' is not getting checked once the SLA is achieved.

 

plesae help me in solving this issue.

 

Regards,

Ritika

TrimbleAgTrimbleAg

I do not beleive that the escalation flag is actually checked when the case hits your escalation rules I think it is more of a indicator used for internal processes outside of the escalation process. 

 

PB