Topic by Muthulakshmi Muthaiah
Content
Hi All,
I created the Escalation Rules based on the below condition.
Once the incident is created after 5 minutes it got escalated from “Unspecified” level to “5 min since incident created”.
And also it has to be send notification to the particular agent.
But the escalation rule is not working as expected.
Please find the attached file.
The first rule is triggering set disposition value to callback and also send a mail to the particular id.
But it is not send notifications to the particular agent and also the escalation level is not changing.
Could you please guide me on this ?