Escalation points

An escalation point defines the attributes of a record that trigger an action. You can define one or more escalation points for an escalation and specify one or more actions and notifications for each escalation point.

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 must be applied to only the subset of records specified by the condition