I am trying to run
an escalation on ARS 5.1.2 patch 1484 (with Helpdesk 5.6) to change the Assignee
information when a the due date of the call is within the next 24
hours. The escalation meets the criteria and fires but fails to do the
write to the database as it is not being run by the assignee or the application
administrator.
I would have thought
that escalations would run by default with the administrator user and therefore
would be able to make changes to assigness of the helpdesk
cases. And if the administrator user is not considered the owner
of the Remedy Management application then who the heck is and how can I run an
escalation with a specific user?
Any and all insight
would be much appreciated.
Thanks,
Sharon
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