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anil.ax822anil.ax822 

automatic alert for case if it is not handled by anyone

Hi,

 

If the case is not picked up by anyone in more than   30 min ,i need to send email alert

 

How this can be achieved.

 

Please Help me

Best Answer chosen by Admin (Salesforce Developers) 
sfdcfoxsfdcfox

Use an Escalation Rule (Setup > Customize > Cases > Escalation Rules). This feature is designed to make sure that your users keep on top of cases. The system can notify the user or a manager, or can even automatically assign the case to another user. Also, the case will receive a red "escalation flag" next to the case number so you can easily identify these cases in a list.

All Answers

IbigfootIbigfoot
Hi,

Have you had a look at handling this with a time based workflow? set a rule that is active if owner = general queue and then add a time dependent action.. something that fires off case created date.

Cheers,
sfdcfoxsfdcfox

Use an Escalation Rule (Setup > Customize > Cases > Escalation Rules). This feature is designed to make sure that your users keep on top of cases. The system can notify the user or a manager, or can even automatically assign the case to another user. Also, the case will receive a red "escalation flag" next to the case number so you can easily identify these cases in a list.

This was selected as the best answer