Escalation points

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.