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Micro Focus Frequent Contributor
Micro Focus Frequent Contributor
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(SM) Support Tip: How to set the status of an interaction to dispatched when escalated.

SM: 9.40 & 9.41
1.  Login to Service Manager as falcon.
2.  Goto Navigator->Tailoring->Document Engine->Processes
3.  In the Process Name: field enter "sd.escalate" and click Search.
4.  Click the RAD tab.
5.  Scroll down to the end and the second RAD Application for se.view.engine.
6.  Change the Condition from: false and $L.escalate.linked=true to just
               "$L.escalate.linked=true".
7.  Change the description parameter value from: "_wfE:event.linked:escalation" to
               "_wfE:event.linked:Escalation"
8.  Click Save.

When you now link an existing incident to a new interaction the status in the interaction should change to dispatched.

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