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Defining an escalation action for an incomplete assignment

Updated on April 5, 2022

Reduce the risk of unfinished work in a case by defining an escalation action, such as a notification to the manager. The manager receives the notification when an assignment exceeds its goal or deadline.

  1. In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.
  2. In the upper-right corner of the Workflow tab, click Life cycle.
  3. In the Case life cycle section, click an assignment with a custom goal and deadline.
  4. In the step property panel, click Goal & deadline.
  5. In the Goal section, indicate what action to take when an assignment exceeds its goal:
    • To send an email notification, in the Action list, click Notify, and then select the users to whom you want to send the notification, for example, Manager.
    • To reassign the assignment, in the Action list, click Reassign to, and then specify the user or work queue to whom you want to reassign the assignment.
    • To resolve the case, in the Action list, click Resolve, and then select the status for the resolved case, for example, Resolved-Withdrawn.
  6. In the Deadline section, define an escalation action by repeating step 5.
  7. Click Save.

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