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Configure Case Notification

Escalation rules allows the supervisor to receive an email notification for cases that have been open but not updated, or inactive within the specified time.

To configure case notification:

  1. In the Configuration menu click CRM.

  2. In the CRM page, click the Escalation Rules tab.
  3. Select Enable notification.
  4. Enter the number of days and hours that a case must be closed before sending email notification to the supervisors.
  5. Enter the supervisor's email address.
  6. Select the day and time to receive the notification.
  7. Click Apply.

    Figure 103: CRM page, Escalation tab

    An email notification is sent to the supervisor.

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