How to implement user-level SLA escalation logic with customized notifications?
Hello @Satya K
create an SLA rule with a defined goal and deadline, and configure a custom activity under the deadline section.
In the activity, use .pyAssignedOperatorID to fetch the current user and determine their manager via a data page or report. Trigger a correspondence rule or SendEmailNotification to send a customized escalation alert.
Optionally, route the assignment to the manager’s work queue. Attach the SLA to the assignment shape in your case flow to activate escalation logic automatically
@Satya K
In SLA escalation actions you can call OOTB activities like pxNotify to notify intended participants