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Nishit MistryyyNishit Mistryyy 

Escalation Mails Issue

There is one case which had a milestone of 5 days, the TAT of the case had breached so the case owner should be notified through case escalation emails.

There are two escalations to two different people, but the first user did not receive any email, and directly the second mail escalated and that also to directly a third person, so how to check from the email logs that whether the escalation rule worked properly or not?

And why did the second escalation executed directly and second escalation mail got to a third person???

AnkaiahAnkaiah (Salesforce Developers) 
Hi Nishit,

Refer the below help article will help you to proceed further on your issue.
https://help.salesforce.com/s/articleView?id=sf.rules_viewing_escrules_queue.htm&type=5 (https://help.salesforce.com/s/articleView?id=sf.rules_viewing_escrules_queue.htm&type=5)

Thanks!!