About Escalation PointsAbout Escalation PointsWhen you define an escalation, you must associate it with a specific record. Some examples of these records include ASSET, COMPANIES, INVOICE, ITEM, LABOR, INCIDENT, PO, SLA, and WORKORDER. You can then define conditions for specific attributes of a record and have the system trigger an escalation when those conditions are met. An escalation point represents a condition or threshold that must be met, and you can use one or more of these to define your escalation.
For example, if you want to measure elapsed time for a specific attribute
of a record, you can click Select Value 
in the Elapsed
Time Attribute field to choose a date- and/or time-related attribute
you want to measure. The system filters the values in the Select Value
list to show only those associated with the record you select. You can
then schedule how often or when to check the object.
Typical escalation points include:
measuring elapsed time against an attribute (time period from now to an event in the past), such as how many hours an assignment has been untouched in a person's Inbox
measuring time until lapse (time period from now to an event in the future), such as how many days until a contract expires
a standalone condition without a time measurement, such as using the system to automatically accept or reject an assignment in a workflow process
You can define multiple escalation points, and each one can be associated with one or more actions and/or notifications. Activating an escalation does not trigger an escalation process. The system triggers an escalation only when the escalation engine finds records that meet the criteria defined by the escalation points.
You can associate one or more actions to an escalation point, and you can associate one ore more notifications to an escalation point. You must associate at least one action or notification to an escalation before you can activate the escalation. You are not required to have both actions and notification.
After you deactivate an escalation, you can delete an escalation point. If you do delete an escalation point, the system also deletes the links to the actions and notifications associated with the escalation point. The system will not delete the actions and notifications themselves. You must have at least one escalation point in an escalation. If you delete all escalations points, you cannot activate the escalation.
You can delete an action or notification associated with an escalation point without affecting other actions and notifications tied to it.
About Actions and Notifications