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Annie Charlebois

Escalation rule

Posted By

Hi there,

I added a case counter on the Company summary screen, this case counter is then shown on my "cases" screen when a new case is created.

When a case is placed in queue (In the cases workflow) - I've executed an SQL that tells the company counter to diminish the count by 1 (casecounter-1). This keeps our customer cases up to date in CRM.

On top of having this, I've added an escalation rule that sends an email when casecounter = 2 (so when customers have 2 remaining cases on their account, our account manager will receive an email telling him to contact the customer to renew their cases)...

All of this was flawless until our Account manager has been getting email notifications every 2 minutes for the same customer with the same 2 cases left on their account... I know my SQL clause is just looking for casecounter=2 so it must be refreshing every few minutes so sending out the email... For now, I've only added a new rule that sets the column value to 1, although the customer still has 2 remaining cases.. I can't leave it this way...

What could I set up my escalation so that the email is only sent once when a company has 2 remaining cases?

Thank you!

PS My SQL skills are as basic as it gets. lol

-Annie

  • 0

    Annie,

    The easiest way would to be add an extra field to your cases field to be populated once the email has been sent. So you set case_emailsent to 1 when its sent and then check this is as part of your SQL query.

    If the case count is then changed once they renew you can remove this setting as part of this process.

    Hope this makes sense?

    Huw

  • 0

    Hi HUWF,

    Thank you so much for your reply. I suppose that would work, but that value would have to be reset to '0' when the client renews their case contract... It's not such a big deal, however, I will not be the one that is made aware when changes are made to client accounts, so I am scared that I won't realize, or forget to reset the case_emailsent field once the cases are renewed...

    Any other suggestion that would not rely on human's too much ...

    For the time being, I will use this solution, as it seems better than my current version.

    Thanks a bunch,

    Annie

  • 0

    Annie,

    Is resetting the field value something that could be incorporated into your renewal process?

    Or a separate escalation rule that runs once a day and if the case count is higher than 2 it then clears this flag for you. That way you don't have remember but it should automatically reset when this is renewed?

    Regards

    Huw

  • 0

    HI Huw,

    Ideally the separate escalation rule that runs once a day and if the case count is higher then 2 then it clears the flag... That would be ideal and leave less of an error margin for our process.

    What do you think?

    -Annie

  • 0

    Annie,

    I cant think of a better way of approaching it using existing CRM functionality.

    Huw

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