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.

The escalation engine performs the following tasks:

• Drives the escalation process
• Uses the cron task function
• Tests all active escalation definitions at a set schedule
• Retrieves escalation definitions from the database and constructs appropriate SQL statements
• Runs SQL statements against target objects for the escalation
• Retrieves records, and performs actions and notifications associated with the escalation definitions