Hi all
I am trying to create a Escalation Rule in which when someone rejects a case an email will be sent to the case creator stating as such.
The problem is that when a case is rejected the only thing that is changed (that i can see) is a note put in the journal. Unfortunately this is not a parameter i can use to start the escalation.
Has anyone else tried to do this and if so what did you do?
Please note i am using APP8
Thanks in advance.