Activating escalations

You can activate an escalation record that has at least one escalation point and one action or notification defined for each escalation point. The product polls for records meeting the criteria set by the escalation. If a match is found, the appropriate action is triggered.

Before you begin

An escalation record must be validated before it can be activated.

About this task

The product checks for records that meet the frequency criteria defined in the Schedule field of the escalation record. If records are found that match, and any of those records meet the conditions defined by the escalation points, then the escalation mechanism triggers the appropriate actions, notifications, or both.

Activating an escalation does not trigger an escalation process. The escalation process triggers only when the escalation engine finds records meeting the criteria defined by the escalation points.

When you activate an escalation, all fields on the record become read-only. You cannot edit an escalation record while it is active.

Procedure

  1. In the Escalations application, display the record that you want to activate.
  2. Select the Activate/Deactivate Escalation action. The product selects the Active check box in the record heading and creates an instance of the ESCALATION cron task.
  3. Click Save Escalation.


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