Escalated Case link is not visible under 'Related Links' of case form.

[Varsha Damodar]

Hi Team ,

I have installed all required plugins on my PDI .
I can be able to see 'Escalate Case' UI action with "Form Link " checkbox clicked.

When I try to open case under CSM, I am not able to see 'Escalate Case' link under "Related Links" Section.
Need your support to configure "Escalate Case" link under "Related Links" Section..

OR let me know if any other action needs to be taken from my side. 

[Siddhesh Jadhav]

@Varsha Damodar ,

The 'Escalate Case' link will only be visible under the "Related Links" section if there is an escalation rule defined for the specific group that the case is assigned to.

Please check the following:

1. Escalation Rule: Ensure that there is an escalation rule configured for the group associated with the case.
2. Group Assignment: Verify that the case is assigned to a group that has an active escalation rule.

If everything seems fine on your end and the link is still not visible, please let me know if there are any other details I can assist with.

If this helps, please mark it as accepted and helpful.

Thanks & Regards,
Siddhesh Jadhav

[Varsha Damodar]

Hi Siddhesh ,

Can you please let me know how to configure Escalation Rule (Path required) for the group associated with the case in Customer Service Managment module .
Is there any specific plugins needs to be install.

I am not able to find 'Escalation Rule' menu under application navigator

[Siddhesh Jadhav]

Hello @Varsha Damodar ,

You can locate Escalation Rules under HR Administration in the navigation panel. If it's not visible, you might need to install the HR Service Delivery (HRSD) plugins to enable this functionality.

After installation, you can follow Escalation Rule to configure the Escalation Rules.

If this helps resolve your query, please mark my answer as helpful and accepted.

Thanks & regards,

Siddhesh Jadhav