You create an escalation to monitor time-sensitive records
that could require action. You can create an escalation for any business
object and for any application. You can create escalations at the
organization or site level.
Before you begin
Before you can activate and use an escalation record, you
must define at least one escalation point and at least one action
or notification for the escalation point. An
escalation point defines
the threshold at which an escalation is triggered. An
action is
the event that is triggered when an escalation point is reached.
Procedure
- On the toolbar, click New Escalation.
If the Escalation field is empty, specify a
value.
- In the Description field,
type a description.
- In the Applies To field,
specify the object to which to apply the escalation.
- Optional: Specify values in
the Organization and Site fields.
If you specify a value for either organization or site, you restrict
the use of the escalation to either that organization or site. If
you specify values for both organization and site, the escalation
can be used only at that site.
- Optional: Type an expression
in the Condition field to indicate to which
records the escalation applies. For example, if you want to escalate
only task assignments that have a value specified in the Time
Limit field, include the following text in your SQL statement: TIMELIMIT
is not null. You can type the SQL condition manually. You
can also use the Expression Builder to create the SQL statement.
- In the Schedule field,
click the Set Schedule icon to set how frequently
to poll the database for records.
- Optional: In the Calendar
Organization, Calendar, and Shift fields,
specify values to limit when the escalation is run.
- Click Save Escalation.