Business Rule
TitleQueue Escalation
DescriptionAll cases and subcases should be accepted, rejected or forwarded within 4 hours
Rule SetClarify Defaults
StatusActive
Object TypesCase Subcase
Start EventsDispatch
Cancel EventsAccept
Reject
Yank
Assign
Conditions

Business Rule Actions (2)

Action: Task - Current Owner - 4 hrs
TypeMessage
Create Activity LogYes
Start Action000 04:00 (ddd hh:mm)
Fromevent creation
UsingSppt Bus Hrs
Repeat Every000 00:00 (ddd hh:mm)
Repeat For000 00:00 (ddd hh:mm)
To UrgencyMedium
CC UrgencyMedium
Message
TO:[Current Owner] [Parent Owner] [Current Queue Members]
CC:[Current Queue Supvsr]
RE: Case-Subcase Queue Escalation
[Object Type] [Object ID] has been sitting in queue [Current Queue] for 4 hours. Please take appropriate action.
Pager Message

Action: Task - owners supvsr - 6 hrs
TypeMessage
Create Activity LogYes
Start Action000 06:00 (ddd hh:mm)
Fromevent creation
UsingSppt Bus Hrs
Repeat Every000 00:00 (ddd hh:mm)
Repeat For000 00:00 (ddd hh:mm)
To UrgencyHigh
CC UrgencyHigh
Message
TO:[Current Owner] [Parent Owner] [Current Queue Members]
CC:[Current Owner Supvsr] [Current Queue Supvsr]
RE: Case-Subcase Queue Escalation
[Object Type] [Object ID] has been sitting in queue [Current Queue] for 6 hours. Please take appropriate action.
Pager Message

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