Escalations

From Customer365 for SageCRM

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.