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Dear Helper

Escalation notification/alert configuration

Posted By

At Administration > Advanced Customization > Workflow & Escalation Configuration, when the Use Escalation Service field is set "NO" and Escalation field is set "YES" then the notification bar at the top left corner appears and the escalation alerts work, whereas, the notification bar is hidden and the escalation alerts work when the Use Escalation Service field is set "YES" and Escalation field is set "YES". Is this correct configuration or did I miss something? This is running on Sage CRM 7.2.C. Thanks a lot!

  • 0

    Hi,

    As per my knowledge, when “Use Escalation Service” is set to Yes then CRM Escalation Service is used to run escalation rules. And when it is set to No, web server will run the escalation rules which requires someone to be logged in into CRM. Though you can get clear idea about this by viewing the Help option available on screen.

    Hope this helps!

    Regards,
    Dinesh

  • 0

    Thanks for your reply Dinesh. I had referred to the sys admin guide before I posted this post, and that is why I wonder why the Use Escalation Service should be checked to NO to enable escalation alerts and notification on screen. Thanks.

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