AnsweredAssumed Answered

Transfer Activity before Escalate when both performed at the same time? Is there a way to ensure the vice versa?

Question asked by ashutosh2015 on Jan 8, 2016
Latest reply on Jan 12, 2016 by Brian_Mathato

So we have the Transfer and Escalate forms customized for I and R modules. So Analysts end up performing both activities at the same time i.e., transfer to a new group as well as Change the priority and click on save.

 

It's been noticed that the transfer activity takes a precedence on Escalate. So the Transfer activity happens before Escalate always. Is there a way to ensure that Escalate activity happens before Transfer?

 

Business Case:

 

For P3 and P4 tickets we do not have an notification setup on escalate. Now since the Transfer activity executes before Escalate the Email that is sent out on Transfer carries the old priority instead of the new one.

Outcomes