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Heather,
I don't think this what is causing the cases in the "Pending"
status not to escalate, but there is one other filter I noticed (in HD 5.5) that
you will need to update to check for the "Resolved" status instead of "Work in
Progress" in the Run-If statement:
HPD:HPD-ChangeSetAssigneeMngr
This filter modifies the recipient of the
escalation with the new manager's name if the case assignment
changes.
--Thomas
----- Original Message -----
Newsgroups:
gmane.comp.crm.arsystem.general
Sent: Friday, September 29, 2006
15:26
Subject: Out Of the Box Helpdesk
Escalations
I am trying to edit the out of the box helpdesk escalations to
trigger if a
call is not resolved rather than if a call is in work in
progress.
I have edited the following filters that looked at
work in progress so that
they now look at
resolved.
*HPD:HPD-CreateEscalation
*HPD:HPD-DelEscalation01
*HPD:HPD-DelEscalation02a
*HPD:HPD-ChangePriorityOnEscalation
So,
now if a call is in work in progress it does escalate. The PROBLEM I
am
having, no matter what I do, I can't get a ticket that is in a
Pending
status to escalate.
I can't find where it is skipping
those calls in a pending status.
Anyone
know?
Thanks
Heather
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