Escalations on cases

[Luke James]

Hi All,

I have a requirement when an escalation is related to a case and that case is related to an incident and the escalation moves to an approved state, it updates the related incident to the cases work notes. How can I do this?

Kind Regards,

Luke

[Sandeep Rajput]

In your business rule for case, you will query the related incident and set the worknote values by fetching them from the current (case) record.