Iam trying to trigger a mail to the customer after creating the service ticket in ICWC, classifying and saving. This is similar to service confirmation through action profile. But Iam trying to achieve this through ERMS. I already have setup the rules in the rule modeler under Order context such that if a classification of categories is selected and click on 'escalate' button the responsible group changes in the service ticket as per the conditions and actions in the rule modeler. And also have included an action that an auto acknowledgement be sent to the customer in the service ticket. But this action for triggering mail is not executed where as the responsible group changes as per the rule.