Escalations

To use escalations as defined here you must have the correct Cases fields set up as defined in the Fields http://customer365.crmtogether.com/index.php?title=Fields section.

To display an on screen notification within CRM do the following:

• Click "Advanced Customisation"->Escalations
• Click "New"
• Set the "Rule Name" to be "Authorisation Notification" (Or whatever you choose)
• Set the "Table or View" Value to be "cases"
• Set the "Trigger SQL Clause" to be "case_authorisedesc='Y'"
• Click "Save"
• Navigate back to the created Rule.
• To Create a new "Workflow Action" click on the "New" button at the bottom of the screen
• Click the "Show Notification on Screen" option
• Set the "Column:" to be "case_authorisedesc"
• Set the "Message" to be as you require
• Click "Save"
• Check the "Rule Enabled" option
• Click "Save"

The escalation rule has now been set up

You could also create other notification actions as required.

NOTE: If you are looking to control emails ONLY from escalations you should turn off the "UseEmail" setting in the web.config file.

Note: If you are looking to use email notifications you must also have an on screen notification otherwise it will not fire.