8.2.4
General
General · 21 fields · 21 with a value
- Altnamealtname
- Escalation
- Baserecordtypebaserecordtype
- customrecord_ns_imp_req_module
- Customformcustomform
- Module Form
- Isinactiveisinactive
- No
- Lastmodifiedlastmodified
- 8/2/2018 11:38 am
- Linenumberlinenumber
- 189
- Module descriptioncustrecord_ns_imp_module_description
- Escalating a case does not raise its priority or change who the case is assigned to. It simply sends the email message to let the person know that assistance is needed on the case and changes the status of the case to Escalated. The email includes the case number, the escalation message, and the customer's message. The person the case is escalated to has the choice to do one of the following: <BR><ul><li>Reply to the original Support Rep's email message with information that can be used to reply to the customer </li><li>Go to the case record and answer the Case directly Escalation rules can be set up to ensure that high priority cases are routed to the correct person or group in the company at the right time. With escalation rules, criteria can be set to escalate cases. Escalation assignments are then created to group these rules. When a case matches the criteria that is set, it is automatically assigned to the person or group selected for the escalation assignment.</li></ul>
- Module processcustrecord_ns_imp_module_process
- 8 Call to Resolution
- Namename
- 8.2.4
- Ownerowner
- Mihir Bhatnagar
- Owneridownerid
- 7
- Parent modulecustrecord_ns_imp_parent_module
- 8.2 Manage Cases
- Recordidrecordid
- 195
- Rectyperectype
- Module
- Rectype 242 1695 maxnkeyrectype_242_1695_maxnkey
- 258
- Scriptidscriptid
- value_54341_t1247005_265
- Submitnext tsubmitnext_t
- customrecordentry
- Submitnext ysubmitnext_y
- 242
- Templatestoredtemplatestored
- No
- Typetype
- custrecordentry
- Versionversion
- 4
System & IDs
System & IDs · 12 fields · 8 with a value · 4 empty
- Customform refidcustomform_refid
- 102
- Entryformquerystringentryformquerystring
- rectype=242&e=T&id=195
- Idid
- 195
- InternalIdInternalId
- 195
- Module process refidcustrecord_ns_imp_module_process_refid
- 8
- Owner refidowner_refid
- 7
- Parent module refidcustrecord_ns_imp_parent_module_refid
- 191
- Rectype refidrectype_refid
- 242
No value 4
- Customwhencecustomwhence
- —
- Externalidexternalid
- —
- Nsbrowserenvnsbrowserenv
- —
- Selectedtabselectedtab
- —
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