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I can not see the Case Management Escalation Button

Knowledge Article Number 000092751
Description I would like to be able to see the case management escalation button within my help and training.
Resolution The following criteria must be met for the Escalate button to appear in the Portal:
  1. If Customer has an active designated contact record
  2. And if the active designated contact record is attached to an active service entitlement
  3. Entitlement type = premier
  4. Account is AMER (Region. field on the account object).
  5. After 2 hours, whether the case was open, or closed, the button appears. (regardless of day or time)
  6. Case.Escalated_Reason==blank (case has not already been escalated)




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