I followed the steps in this Trailhead module: Automate Your Business Process
and I got as far as to create the Assignment Rules and Escalation Rules. But now when I check if it works using the following instructions from the module:
- From Setup, enter Case Escalations in the Quick Find Box, then select Case Escalations.
- Filter the case escalations queue to show the case you just created by entering the criteria: Case To Escalate equals [case number for the case you just created].
- Click Search
The case isn't found on Case Escalations in Setup. It says "No records to display".
What did I do wrong? Why is the case not being found in Escalations?
Weirdly, I passed this challenge on Trailhead - even if the last part didn't work!
#Trailhead Challenges
I am a member of Trailhead Help, Can you please check with the above suggestion and let us know if the issue still exists or is resolved? If it is resolved, please post the solution or mark the above which helped you to resolve your query as it "Best Answer" to close this thread. If not, kindly provide a few more details of the badge along with the error message.
Thank You!
++TrailheadHelpFollowUp
Hi, @Joyce Villarino
Make sure that all Challenges from this topic are completed in the same Playground. Each subsequent Challenge builds on the previous one.
Sincerely,
Mykhailo Vdovychenko
Bringing Cloud Excellence with IBVCLOUD OÜ
Update: I went through everything again, and it seems the problem is because "Assign using active assignment rule" box, which should be checked is not. I go over the case record again and again to make it's checked, but when I click "edit" to make sure, the box gets unchecked again. I am beginning to feel frustrated.
