Hi,

The escalation service is hard-coded to run at a minimum of every 300 seconds. If you have an escalation rule that requires user interaction (such as an on-screen notification), then it will be triggered by a HTTP request sent out from the user's session. This is configurable for a value of less than 300 seconds. Alternatively you can set the system to not use the escalation service.

The disadvantage of this approach is that if a user is not logged on to the system, then the escalations will not fire.

All the best,

Rob

Too bad.

Problem is we don't want user interaction as we are talking about email notification for a Customer Service with very short time SLAs and we are not targeting users but team members, and for that purpose we need to send emails to team email adresses.

So we have enable escalation service and created escalation rules not based escalation/notification views but directly on the Cases table (with appropriate and intelligent conditions so that the minimum Nr of records are concerned by the trigger for best performance possible).

I understand that Sage CRM is not really built for that. If I want shorter escalation interval then I need to set up a full custom service that would replace the standard escalation service.

It would be a good improvement to remove the hard-coded minimum so that we could really apply less than 5 minutes for each escalation rule.

Thanks Rob

Hiya,

Yep, I think that's a good enhancement request. That can be logged here:

community.sagecrm.com/.../default.aspx

The only thing I'd be careful of regarding those very short time periods is that email isn't meant to be instant - we're just used to it being effectively instantaneous. If they're really into cutting down on the time taken for this stuff, then they might want to try pushing out messages to some other IM system that has a REST interface - you could then send those out pretty easily using a table level script. It could be worthwhile checking if they use Jabber or something.

Thanks,

Rob