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anil.ax822 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
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
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,
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.