Escalations application

You use the Escalations application to automatically monitor critical processes in your enterprise. You can either create an escalation or customize a predefined escalation to suit your business needs.

You can create escalations at the site, organization, or system level. If you specify an organization or a site, the escalation is restricted to that site or organization. If you leave do not specify an organization or a site, the escalation is available to all sites and organizations. You can also build and validate inactive escalations incrementally, and activate the escalations after validation.

The product includes several predefined escalations, but you can modify them or create your own escalations. For example, you can create an escalation to approve or cancel a record, or reassign a task assignment. An escalation might generate a reminder notification to the assignee for the task assignment, or send a notification to a supervisor that the assignee did not complete the assignment yet.

The following list describes the most frequent uses for escalations:

• Service desk management - Service level agreements (SLA) are contracts between a service provider and the recipient of the services. You can use escalations to determine how incidents, problems, and service requests are handled, and work to ensure that you remain compliant with any SLA by solving problems in a timely manner.
• Information technology (IT) asset management - You can use escalations to monitor IT contracts, procurement, and inventory. Defining an escalation to alert supervisors thirty days before a lease contract expires, enables the supervisors to effectively manage leases, and avoid penalties or costly lease extensions.
• Workflow processes - You can use escalations to escalate assignments before they time out in a recipient's inbox. In a workflow process, when you assign specific steps to an employee, these assignments display in the employee's inbox. If the assignments are not completed promptly, they time out in the employee's inbox. An escalation can assign the tasks to other people.