I am trying to create a case escalation process using the OOB Enhanced SLAs. CRM Online 8.2
I have a priority OptionSet field that has P1, P2, P3.
If the case isn't resolved within a certain time period, it should move to the next priority (for testing I'm using 2 minutes).
For example, my case is created at 16:37 with priority P3. If it isn't resolved by 16:39, it should be moved to priority P2 and a new resolution time set of 16:41. And then to P1 with a final resolution of 16:43. I'm using the 'warn' step in the SLA process to set this time and update the case with the new priority and updating the SLA lookup field. I've also tried clearing the 'Resolve by KPI' lookup field in my case update.
However, something is happening in the wrong order and as soon as the 'warn' is met it is moving to P2 then P1 immediately. I have tried using a single SLA with multiple rules for each priority, and a different SLA for each priority with a single rule.
What am I missing that I need to update/clear on the case during the update step so that it moves/escalates to the new SLA correctly, or am I missing something completely?
Thanks,
Chris
