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author's profile photo Former Member
Former Member

Ticket 2 levels escalation

Dear experts,

i am trying to set an escalation rule for tickets that must have 2 level of automatic escalation (Ticket received in C4C, 15 min before completion due do the first escalation and 10 min before completion due do the second escalation).

For the first escalation i do not have any problem: i setted a workflow rule scheduled 15 min before the completion due that do the escalation.

For the second escalation i setted another workflow rule scheduled 10 min before the completion due that do the escalation, but this does not work.

In my org work distribution rules i setted as first org unit assignment Team 0, for the first esclation Team 1, and second escalation Team 2.

How can i try to resolve this?

Thank you so much in advance

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3 Answers

  • author's profile photo Former Member
    Former Member
    Posted on Dec 04, 2015 at 11:39 AM

    Maybe is not possible to do multiple escalation.

    Anyone who reached to create a multiple escalation ?

    Thank you

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  • author's profile photo Former Member
    Former Member
    Posted on Jun 02, 2016 at 10:28 AM

    Hi Gabriele,

    I tried as well for 2 level of escalation in tickets, however no success.

    just checking if you were able to get it now.

    Thank you.

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  • Posted on Oct 16, 2019 at 01:25 PM

    Is multiple escalations in C4C now possible?

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