Re: Cannot find Escalated? Escalation

[Thomas Bean]

Title: Cannot find Escalated? Escalation

** I'm using Help Desk 5.5, but I'm guessing the workflow probably didn't change much in version 5.6.   The escalation that triggers the process is "RSM:ESC-SendNotification", this updates the RSM:Escalation form.  A filter on this form named "RSM:ESC-SendHPDNotif" includes a Push Fields action to update the 'Escalated?' field on the source help desk case.  Another similar filter named "RSM:ESC-SendCHGNotif" does the same for change requests.   HTH,   Thomas   ----- Original Message ----- From: Shane Buchholz Newsgroups: gmane.comp.crm.arsystem.general Sent: Monday, October 23, 2006 12:20 Subject: Cannot find Escalated? Escalation ** ARS 6.3 Help Desk 5.6 SQL 2000 Windows 2003 Server I was hoping someone might have an idea what escalation updates the Escalated? field in Help Desk.  I have been trying to backtrack the workflow, but cannot seem to trace the escalation.  I have the issue currently where this field should change to "Yes" when a certain time criteria is met.  The field will eventually change, but is not changing when the ticket is esclated which leads me to believe that the escalation is not firing often enough.  Any help would be appreciated. Thanks, Shane Buchholz Call Center Supervisor Samaritan Health Services [EMAIL PROTECTED] Confidentiality Notice: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___