Hi All Experts,
We have configured ERMS to escalate mails to manager if they were unattended for 48 hours, we followed the steps from the thread 1091860 and also the best practises. The problem is that Escalations are going to the managers RIGHT away when the mail is sent, they are supposed to go after 48 hours if not attended.
I've seen that the thread which I referred to quite old, so i am kind of thinking that there may be some new fixes for this issue. we are on CRM7.0 EHP1
Thanks and any help would be greatly appreciated!