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In our implementation of Salesforce.com, we use Escalation rules to raise visibility that cases will soon be exceeding contracted Service Level Agreements that we have with our Customers. Once an Escalation rule is triggered, alert eMails are sent to appropriate case owners and their managers.
When a case is escalated in this manner, it causes a little red arrow icon to appear next to the Case in all List Views. That's fine for our internal list views, but the red arrow icon also appears in the Web Portal. I'm trying to find a way to remove the Escalated red arrow icon from the Customer Web Portal list view -- but there doesn't seem to be a configurable option for this. If you display the Case #, and the case has been flagged as "Escalated", that's visible in the web portal as well as your internal list views.
Any ideas?
