In a customer we have a CRM 5.0 installation with the following SW components:
BBPCRM 500 SP10
SAP_ABA 700 SP12
SAP_BASIS 700 SP12
We have defined the ERMS escalation based in the http://help.sap.com information, in the Defining E-mail Escalation chapter.
We have defined rules and action in the Rule Modeler using the Response Time Duration attribute, in the service manager profile we have defined the service ID UT_ESCALDETERM with value = 2, the service ID FG_ESCALTIME without values and the service ID UT_SEND_ESCL with all properties filled.
When we sent a e-mail to the agent inbox, the notification to the service manager is immediately sent when the email arrives to the agent inbox.
So, the notification to the manager should be sent only if the e-mail is not processed within a specific period time, in this case the time defined in the attribute Response Time Duration.
Could you help me to understand why this happened?