In an escalation, you define the conditions to be met for
an associated record, such as a work order, an asset, or a purchase
order. When the conditions are met, the escalation is triggered. An
escalation point represents the condition that must be met. You can
use one or more of escalation points to define an escalation.
Activating an escalation does not trigger an escalation process.
An escalation is triggered only when the escalation engine finds records
that meet the criteria defined by the escalation points.
You can create the following categories of escalation
points:
- Elapsed time since a past event
- Compares the current date and time to the specified field that
represents an event in the past. You can select from a list of DATETYPE fields
on the record. For example, a Start Date on a workflow assignment,
an Actual Start date on a work order, or a Status Date on a record
that includes status.
- Time until a future event
- Compares the current date and time to the specified field that
represents an event in the future. For example, a Renewal Date on
a contract, a Due Date on an invoice, or a Target Finish date on a
work order.
- Condition
- Condition without a time measurement. If you want to trigger the
actions and notifications of an escalation based on a condition that
does not have a time measurement, you can specify the condition in
the Escalation Point Condition field. You also
can use the Condition field to specify that
the escalation point is applied only to the subset of records specified
by the condition.