Case Escalation Rule action not processing in Production
|Knowledge Article Number||000205282|
|Description||A Case Escalation Rule Entry has been created to change the Case Owner.
This rule entry does trigger as expected, and the queued action can be seen in Setup | Monitor | Case Escalations
However, the escalation action is not performed as expected at the scheduled time; The Case Owner is not changed, and the escalation action remains in queue even though it is past due.
|Resolution||This behavior can occur when a Validation Rule prevents the escalation action from changing the Case Owner.
Ensure that the Automated Case User (specified in Setup | Customize | Cases | Support Settings) is exempt from any Validation Rules that may prevent the change of Case Owner.