Hi,
I am trying to create an escalation rule for tickets. But the rule is not working.
Following are the details:-
Business Object: Tickets
Timing:Scheduled
Event :Escalated on
Relevant time: on
DEFINE CONDITIONS:
Initial review due Greater than 1.6.2016
OR
Initial review completed Greater than 3.6.2016
DEFINE ACTION
Rule type: Action
Select action: Escalate
then activate and finish.
However, the rule is not working. Cannot understand where i am getting stuck. Pls help