--- schema_version: "1" id: 7de1b122d7f6dfead33460687d7eb36f2fb1c7a68c6b0d0620fb64911db7bd81 title: EscalationRules collection: legacydeveloper version: current locale: en-us portal_url: https://docs.salesforce.com/legacydeveloper/current/en-us/api_meta/meta_escalationrules.md canonical_url: https://developer.salesforce.com/docs/atlas.en-us.api_meta.meta/api_meta/meta_escalationrules.htm source_site: developer.salesforce.com content_type: documentation content_hash: dcc2c0812e6ff60d4e882fe7300e41cca402e42f541c7d66917a9d8c2f3217bb description: Represents case escalation rules to escalate cases automatically if they aren’t resolved within a certain time. You can access rules metadata for all applicable objects, for a specific object, or for a specific rule on a specific object. --- # EscalationRules Represents case escalation rules to escalate cases automatically if they aren’t resolved within a certain time. You can access rules metadata for all applicable objects, for a specific object, or for a specific rule on a specific object. The package.xml syntax for accessing all escalation rules for all objects is: \* EscalationRules All rules for a specific object use a similar syntax without the wildcard. For example, all escalation rules for the Case object would use this syntax: Case EscalationRules You can also access specific escalation rules for an object. The following example only accesses the “samplerule” and “newrule” escalation rules on the Case object. Notice that for this example the type name syntax is EscalationRule and not EscalationRules. Case.samplerule Case.newrule EscalationRule ## File Suffix and Directory Location EscalationRules for an object have the suffix .escalationRules and are stored in the escalationRules folder. For example, all Case escalation rules are stored in the Case.escalationRules file. ## Version EscalationRules components are available in API version 27.0 and later. ## Fields | Field Name | Field Type | Description | | --- | --- | --- | | escalationRule | [EscalationRule\[\]](#escalationrule_sub) | Represents one escalation rule and specifies whether it’s active or not. Escalation rules are processed in the order they appear in the EscalationRules container. | ## EscalationRule
Field Name Field Type Description
active boolean Indicates whether the escalation rule is active (true) or not (false).
fullname string Inherited from Metadata, this field is defined in the WSDL for this metadata type. It must be specified when creating, updating, or deleting. See createMetadata() to see an example of this field specified for a call.

This value can't be null.

ruleEntry RuleEntry[] Contains the definitions of the rule entries in the escalation rule.
## RuleEntry Represents the fields used by the rule.
Field Name Field Type Description
booleanFilter string Advanced filter conditions that were specified for the rule.
businessHours string The hours when escalation actions are performed. Specify only if businessHoursSource is set to Static.
businessHoursSource BusinessHoursSourceType (enumerations of type string) Valid values are:
  • None
  • Case
  • Static
criteriaItems FilterItem The items in the list that define the assignment criteria.
disableEscalationWhenModified boolean Indicates whether the escalation is disabled when the record is modified true) or not (false).
escalationAction EscalationAction[] The actions to perform when the escalation criteria are met.
escalationStartTime EscalationStartTimeType (enumeration of type string) Indicates the start time for the escalation. Valid values are:
  • CaseCreation
  • CaseLastModified
formula string The validation formula.

Specify either formula or criteriaItems, but not both fields.

## EscalationAction Describes the action to take for an escalation rule.
Field Name Field Type Description
assignedTo string The name of the user or queue the item is assigned to.
assignedToTemplate string Specifies the template to use for the email that is automatically sent to the new owner specified by the escalation rule.

Lightning email templates aren’t packageable. We recommend using a Classic email template.
assignedToType AssignToLookupValueType (enumeration of type string) Valid values are:
  • User
  • Queue
minutesToEscalation int The number of minutes until the escalation occurs.
notifyCaseOwner boolean Indicates that the owner of the case is notified when the case is escalated true) or not (false).
notifyEmail string Specifies the email address of the user to notify.
notifyTo string Specifies the user to notify.
notifyToTemplate string Specifies the template to user for the notification email.
## Declarative Metadata Sample Definition The following is an example EscalationRules component: samplerule false test Static Case.Description contains test someuser@org.com emailtemplatename User 1440 false CaseLastModified ## Wildcard Support in the Manifest File This metadata type supports the wildcard character \* (asterisk) in the package.xml manifest file. For information about using the manifest file, see [Deploying and Retrieving Metadata with the Zip File](https://developer.salesforce.com/docs/atlas.en-us.264.0.api_meta.meta/api_meta/file_based_zip_file.htm).