Use this activity to insert a dispatch for an escalation rule. Dispatches are used together with the escalation rule under which it has been defined, to automatically dispatch cases, case tasks and global solutions to specific support queues, based on several conditions. To insert a dispatch for an escalation rule, open the Explore Escalation Rules page and On the left pane of the navigator, expand the organization for which you want to define an escalation rule and then expand the relevant logical unit. In Dispatch Configurations in Escalation Rules page, create new record by entering Dispatch, Effective From, Effective To, To Organization, To Queue. If you select the Open Dispatch Dialog, the dispatch dialog will open when the condition is met, pre-prompting the dispatch information. If not, an automatic dispatch will be performed without a dialog box being opened. Each dispatch is defined for a specific support organization.
To perform this activity, an escalation rule must first be defined.
Cases, case tasks and global solutions will automatically be dispatched, according to rules built on multiple condition parameters.