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CSC Escalation Notices Not Being Sent To Escalation Users

Owned by Tony Hayes
Last updated: Aug 01, 2018
1 min read

Problem

A user has been set as the level 1 or level 2 escalation user on a particular Client Service Case type, but they are not receiving notices, or are receiving them outside of the expected escalation times.

Cause

Misconfiguration

Solution

There are several items that need to be configured properly for these escalation notices to be delivered to the appropriate users.

  1. The ServiceCaseNotification scheduled process needs to be configured to fire at or less than the lowest escalation time, otherwise you can create cases with 1 hour escalations but the notifications will only cue up for the next run of the scheduled process.
  2. In order to be notified the user will also need to be in a role containing the entity biz_ClientServiceCase_Email_Notifications.
  3. Check if the user is in a role containing this entity by going to to System Admin  |  | Security Roles
  4. Add Search filters for the User Name and the Entity Name of "biz_ClientServiceCase_Email_Notifications"
  5. Hit Search
  6. If there are no results, remove the Entity Name search parameter and re-search
  7. Edit an appropriate role and Add the "biz_ClientServiceCase_Email_Notifications" with View rights.
  8. Save the record


NOTICE: You are in the old ClientSpace Help system. Please link to the new ClientSpace Help here https://extranet.clientspace.net/helpdoc/home/ClientSpace.htm