Actions associated with escalation points
When records meet the conditions in an escalation point, an action can be triggered. An action is an event, such as a changing status. Escalation points are the components of an escalation that represent a monitored condition or threshold, such as measuring elapsed time. To activate an escalation, you must associate at least one action with an escalation point.
Action types define categories of actions. You can use a predefined action type, such as set owner, status change, and create ticket, or you can create an action type.
Action groups are predefined sets of actions that are grouped in a specific sequence. Escalation points are associated with actions through the action group. If you associate a predefined action, an action group is created for that action, and the predefined action becomes a member of that action group. Only the action group with the escalation point is associated, not the action itself.
When you add multiple actions, you can assign a preexisting action a sequence number. The values for the description and the action type are defaulted based on the object and action that you chose.
Action groups can be created automatically when you add actions in the Escalations application, or you can add action groups in the Actions application. In the Actions application, you create actions and specify that an action is used with an escalation.