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.

An escalation record consists of the following fields

Object (Applies To field): You create escalation records for a specific business object. The escalation engine retrieves records, from the business object, that meet the escalation point criteria.

SQL statement — (Condition field): An escalation record can apply to all application records, or to a specific set of records. You can create an SQL statement that specifies records to which the escalation is applied. The conditions can apply to one or more tables associated with the object.

Organization and Site: Escalations are stored at the system level. You can create escalations for use with a specific organization or site.

Schedule: A schedule that defines how often the system checks for records that meet the criteria for the escalation. The polling interval can be seconds, minutes, hours, days, weeks, or months. You also can specify whether the interval is calendar or date based.

Calendar Organization: The organization that is associated with the escalation calendar.

Calendar: The calendar that specifies the days and times for which the escalation is valid.

Shift: The shift that specifies the days and times for which the escalation is valid.

Escalation Point: Date-and time-based, or other condition criteria for when the actions or notifications specified on the escalation record are triggered. An escalation record can have one or more escalation points.

Actions: Any actions that must be taken when a record reaches the conditions of an escalation point. You define actions separately for each escalation point. You can associate multiple actions for each escalation point. You use the Actions application to define actions.

Notifications: Any notifications that the system must generate when a record reaches the conditions of an escalation point. You define notifications separately for each escalation point.