Escalation rules and web-to-case...

[jbjb]

Our escalation rules don't seem to apply to Cases submitted via web-to-case forms... Any ideas why? Is there a setting somewhere that makes Cases submitted via web-to-case subject to the same escalation rules as any other Case?

Thanks

[Mark Silber]

Once a case is submitted via web2case, it is treated just like any other case in the system. You should check your escalation rules to ensure escalation isn't restricted by record type, case origin or any other field you might be setting based on the web2case creation process that could be different than a normal case.