From Customer365 for SageCRM

To use escalations as defined here you must have the correct Cases fields set up as defined in the 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.