Escalation rules allow the creation of automated actions when cases with specific criteria are still open after a specified period of time. When the case escalates, you can choose to automatically send a notification email to a user, reassign the case to another user or queue, or both.
You can activate only one escalation rule at a time but with multiple rule entries.
Each rule entry provides an action.
The case escalation can be tracked in the “Monitoring” part of the configuration.
Each escalation rule can have up to 3000 rule entries, 300 formula criteria rule entries, 25 filter criteria per rule entry.