Business Rule
TitleCase Closure
DescriptionAll cases, regardless of type, should be closed within 24 hours.
Rule SetClarify Defaults
StatusActive
Object TypesCase
Start EventsCreate
Cancel EventsClose
Conditions

Business Rule Actions (2)

Action: owner - 24 hrs
TypeMessage
Create Activity LogYes
Start Action001 00:00 (ddd hh:mm)
Fromevent creation
UsingElapsed Time
Repeat Every000 00:00 (ddd hh:mm)
Repeat For000 00:00 (ddd hh:mm)
To UrgencyMedium
CC UrgencyMedium
Message
TO:[Current Owner]
CC:[Current Queue Supvsr] [Current Owner Supvsr]
RE: Case Escalation
Case [Object ID] has been open for 24 hours. Please take appropriate action to close this case. The current owner is [Current Owner].
Pager Message

Action: owners supvsr - 48 hrs
TypeMessage
Create Activity LogYes
Start Action002 00:00 (ddd hh:mm)
Fromevent creation
UsingElapsed Time
Repeat Every000 00:00 (ddd hh:mm)
Repeat For000 00:00 (ddd hh:mm)
To UrgencyHigh
CC UrgencyHigh
Message
TO:[Current Owner]
CC:[Current Owner Supvsr] [Current Queue Supvsr]
RE: Case Escalation
Case [Object ID] has been open for 48 hours. Please take appropriate action to close this case. The current owner is [Current Owner].
Pager Message

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