Auto Escalation To Default Queue Is Not Happening For A Ticket (Doc ID 2035916.1)

Last updated on SEPTEMBER 29, 2015

Applies to:

Oracle Commerce Service Center - Version 10.2.0.3 and later
Information in this document applies to any platform.

Symptoms


1. Create Ticket Queues : QueueA, QueueB and QueueC
2. Set QueueA's defaultEscalationQueue to QueueB, Set QueueB's defaultEscalationQueue to QueueC
3. Set 'Escalate to default queue if not handled after (minutes)' property to some value as per the requirement
4. Create a ticket and assign to Group QueueA
5. After provided time in 'Escalate to default queue if not handled after (minutes) property, it should be auto-escalated to QueueB. But it will not auto-escalated.



Cause

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