If the link isn't working correctly, refresh metadata. If that doesn't work either restart CRM or reboot the server.

As for modifying the text appearing in the escalation rule, this is held in a translation called CommNotify and a family of ActionText. Always backup first before doing anything. You might be able to add the company and person using the hash codes but they're held in the commlink table so they'd be cmli_comm_companyid and cmli_comm_personid but I have no idea if that will work as I've never done it. If it doesn't work, I would not waste too much time on it because the cost to the customer to do it could be high and you're only saving a single mouse click.

thanks for that, ive been able to add in the company and person to the notification - still have the issue where the link doesnt work but will try a reboot of the server

Try a different browser. Does it do the same for ALL users? What record is opened when you click on the link?

tried chrome and ie, yes same for all users and no record opens when you click on the link - nothing happens when you try clicking into the notification - the snooze and dismiss options work its the clicking into the notification which should take you to the comm record which is not working

What version of CRM?

What version of CRM?

Sage CRM 2020 R1

I'd raise that with Sage support.