An escalation is a mechanism to monitor records that can
be acted upon or to send notifications when a record reaches a defined
escalation point. In the Escalations application, you can create an
escalation for any business object. Because all applications are associated
with business objects, you can create escalations for any application.
An escalation record consists of the following fields
- Object (Applies To field)
- You create escalation records for a specific business object.
The escalation engine retrieves records, from the business object,
that meet the escalation point criteria.
- SQL statement — (Condition field)
- An escalation record can apply to all application records, or
to a specific set of records. You can create an SQL statement that
specifies records to which the escalation is applied. The conditions
can apply to one or more tables associated with the object.
- Organization and Site
- Escalations are stored at the system level. You can create escalations
for use with a specific organization or site.
- Schedule
- A schedule that defines how often the system checks for records
that meet the criteria for the escalation. The polling interval can
be seconds, minutes, hours, days, weeks, or months. You also can specify
whether the interval is calendar or date based.
- Calendar Organization
- The organization that is associated with the escalation calendar.
- Calendar
- The calendar that specifies the days and times for which the escalation
is valid.
- Shift
- The shift that specifies the days and times for which the escalation
is valid.
- Escalation Point
- Date-and time-based, or other condition criteria for when the
actions or notifications specified on the escalation record are triggered.
An escalation record can have one or more escalation points.
- Actions
- Any actions that must be taken when a record reaches the conditions
of an escalation point. You define actions separately for each escalation
point. You can associate multiple actions for each escalation point.
You use the Actions application to define actions.
- Notifications
- Any notifications that the system must generate when a record
reaches the conditions of an escalation point. You define notifications
separately for each escalation point.