Case Escalation Rules: Why won't the Red Arrow go away?
|Knowledge Article Number||000005405|
Escalation Rules: Why won't the Red Arrow go away?
When setting up Escalation Rule Entries, as long as the case meets at least one of the rule criteria, the case will escalate after the set time period. Once a case is escalated, a Red Arrow appears on the case, indicating that it has been escalated.