Here I am sharing a strange issue which I came across some days back. I have a simple escalation matrix setup as shown below on my CRM server. Now as per the SageCRM functionality once the case is saved, the escalations are created in the database as soon as case is saved however strangely escalation… Read More »
In Sage CRM, we can create a workflow for primary entities. There are five types of workflow rules as: Transitional rule. Global rule. Conditional rule. Primary rule. Escalation rule. We had come across a scenario where we had to progress the workflow based on the some condition. The scenario was like if “Start date” and… Read More »
Email action on escalation rules can be used to send emails of escalations, when some criterion becomes true. We always make use of standard case entity fields in the email template to merge the actual values from case table. Now when we put #case_Assigneduserid# in email template or any such user field, it gets automatically… Read More »