Service ticket escalations trigger and ignore condition Status "not completed"

[former_member296886]

We implemented Service ticket notification & escalation on SAP C4C and are experiencing issues with regards to multi level escalations. When creating the Workflow Rules one of the Conditions was to stop escalations on "Completed "tickets . However this has not been the case and we have had to include a second "completed "status on the workflow rule. We however still have issues with tickets that were created before the fix was put in place. We would like to find out other ways we can
stop this escalation on old completed tickets.

[arun02_12]

Hello Nelson,

You can make use of the "Value before Object Change" check in he Workflow condition and check if the status was completed before the object was changed. Ideally the workflow trigger is based on the modification in the Object. How Is you escalation triggered? Is it the Workflow? If it is the workflow , you should be able to achieve this easily using the condition.

Best Regards,

Arun