Business Rule
TitleSubcase Closure
DescriptionAll subcases, regardless of type, should be closed within 4 hours.
Rule SetClarify Defaults
StatusActive
Object TypesSubcase
Start EventsCreate
Cancel EventsClose
Conditions

Business Rule Actions (2)

Action: parent owner - 4 hrs
TypeMessage
Create Activity LogYes
Start Action000 04:00 (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] [Parent Owner]
CC:[Current Queue Supvsr] [Current Owner Supvsr]
RE: Subcase Escalation
Subcase [Object ID] has been open for 4 hours. Please take appropriate action to close this subcase. The current owner is [Current Owner].
Pager Message

Action: owners supvsr - 8 hrs
TypeMessage
Create Activity LogYes
Start Action000 08:00 (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] [Parent Owner]
CC:[Current Owner Supvsr] [Current Queue Supvsr]
RE: Subcase Escalation
Subcase [Object ID] has been open for 8 hours. Please take appropriate action to close this subcase. The current owner is [Current Owner].
Pager Message

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