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Sep 30, 2019 at 04:20 PM

Service ticket escalations trigger and ignore condition Status "not completed"

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We implemented Service ticket notification & escalation on SAP C4C and are experiencing issues with regards to multi level escalations. When creating the Workflow Rules one of the Conditions was to stop escalations on "Completed "tickets . However this has not been the case and we have had to include a second "completed "status on the workflow rule. We however still have issues with tickets that were created before the fix was put in place. We would like to find out other ways we can
stop this escalation on old completed tickets.