Escalations overview

An escalation is a mechanism for monitoring time-sensitive records. Escalations can take actions or send notifications when a record reaches a defined escalation point. Your workflow administrator can specify that a task assignment has a time limit. If the assignment is not completed within the specified time limit, an escalation can be triggered for the record.

Escalation engine
The product contains an escalation engine that runs the escalations. Escalations help you ensure that critical tasks, such as those defined in service level agreements, are completed on time.
Predefined escalations
To help simplify escalation management, the Escalation application has two categories of predefined escalations: those escalations for the Maximo® database and those escalations for the demonstration (Maxdemo) database.
Escalations and service level agreements
Escalations help businesses comply with service level agreement commitments by proactively avoiding service level agreement violations.
Communication templates and notifications
An escalation can initiate notifications when records are not acted upon in a timely manner. You can ensure that notifications are uniform in structure by basing them on communication templates. Notifications are sent out in the form of emails through your email service.
Escalation record fields
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.
Deletion rules for escalations
In the Escalations application, you can manage escalations by deleting them.

Parent topic: Managing escalations