Escalated case is not showing red dot in any Workspace

Gpope
Tera Contributor

‎03-14-2024 08:15 AM

Hi Community, hope you can help me this time as always! 

 

I'm working with new escalations and I have this issue:

 

When I escalate a case in any workspace, I cannot see any flag or red dot or anything in the workspace list view. 

 

Gpope_0-1710429235581.png 

vs

Gpope_1-1710429263534.png

 

Is there anything Im missing here ? Do I have to activate any property or something? 

 

Thanks a lot! 

 

 

 

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6 REPLIES 6

Community Alums
Not applicable

‎03-14-2024 08:25 AM

Hi @Gpope ,

You will to configure it to see.

The escalation severity defines the type of escalation and the color used to represent the cases and accounts of this escalation severity in the user interface.

The assigned severity allows agents to easily identify escalated cases and accounts on lists and forms. The escalation feature provides two escalation severity definitions:
  • High Severity: escalated records are highlighted in red.
  • Medium Severity: escalated records are highlighted in orange.
The user interface determines which fields are highlighted for escalated cases and accounts:
  • Agent Workspace: Field indicators and field highlights appear on the Short description field for escalated cases and on the Name field for escalated accounts.
    Note: You can move indicators and highlights to any field that is not a hyperlinked field.
  • Platform interface: Escalated case and account numbers are indicated with a colored dot on a list and a colored background on a form.

Procedure

  1. Navigate to All > Customer Service > Escalation Severity.
  2. Click New.
  3. Enter a Name for the severity.
  4. In the Style field, enter a color.
    To configure additional escalation severity records, the system administrator must configure a new style with the desired color. For more information, see Highlight list fields.
  5. Click Submit.

 

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Gpope
Tera Contributor

‎03-14-2024 08:33 AM

Hi @Community Alums , thanks for your reply. 

 

I already have 2 different severity records, the two out of the box, High and Medium. 

 

I can see the red dot in the NativeUI List view, but I cannot see anything in the Workspace. Not even in the short description field. How can I know where is the field set to be flagged ? 

 

Gpope_0-1710430414389.png

 

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Community Alums
Not applicable
In response to Gpope

‎03-14-2024 08:45 AM

Hi @Gpope ,

On Workspaces, it's a bit different approach than Native UI.

Field indicators and field highlights appear on the Short description field for escalated cases and on the Name field for escalated accounts.

SandeepDutta_0-1710431096306.png

The CSM Agent Workspace case list shows these escalation details:
  • Number: Automatically generated case number.
  • Short description: Describes the case.
  • Action status: Indicates the status of the case.
  • Contact: Shows the contact person for the case.

In addition to defining the field indicator and field highlight of an escalated case or account, the severity can be used when configuring SLAs. To configure additional escalation severity definitions, the system administrator must configure a new style with the desired color. For more information, see Highlight list fields.

 

 

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Gpope
Tera Contributor
In response to Community Alums

‎03-15-2024 04:54 AM

@Community Alums , I already tried in SOW, CSM Workspace and Agent Workspace, in ANY of those workspaces the highlighted field works. 

 

CSM Workspace: 

Gpope_0-1710503571441.png

 

SOW: 

Gpope_1-1710503640268.png

 

Native UI List view: 

Gpope_2-1710503676167.png

 

 

 

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