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Email schedules for escalation emails

Email schedules for escalation emails

Hi,

 

We have just been upgraded to RC 2007.1.2 and we are trying to use the Escalation emails option.

 

Actually we want to send a reminder to the performer in case his task is late. i.e. 0 hours after the task is delayed and then another reminder after 1 hour. However, we have not quite understood on what schedule are the escalation email sent? Our question is does RC  

1: send batch escalation emails on a scheduled basis e.g. every day at 3pm?

2: send batch escalation emails every 3 hours or on an hourly basis?

3: or if the task should have been completed at 9:15 a.m. and the task is still open, it will send an email to the performer at 9:16 a.m

 

Your help and advice are greatly appreciated.

 

Thanks,

 

Wesley.

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2 REPLIES

Email schedules for escalation emails

Hi Wesley,

The online help for Escalations in ServiceDesigner has a lot of the information you are looking for. Click the help link and search on Escalation, then select the topic titled "Escalation Subtab". 

Also, there are a couple of discussions in this site you might find helpful. In particular, take a look here for some very useful information on the

New Member

Email schedules for escalation emails

in 2006 you can also navigate to yourserver/BusinessEngine/ to manually run the escalations as well

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