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.
