Print this page

Case Escalation Rules: Why won't the Red Arrow go away?

Knowledge Article Number 000005405
Description

Escalation Rules: Why won't the Red Arrow go away?

Resolution

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.

For the case to de-escalate, the case cannot meet any of the escalation rule entry criteria. If it does, then the Red Arrow will continue to remain on the case, unless the case is closed.
 





promote demote