Escalations (SP) ApplicationEscalations (SP) ApplicationYou use the Escalations (SP) application to automatically monitor critical processes across your enterprise. The primary goal of escalation management is to ensure that critical tasks are completed on time, such as those defined for service level agreements. You can also use escalations for events such as notifying you before contracts expire, changing the status of a record, or changing the owner of a record.
You can use escalations with any application. However, you are most likely to use them for service management, IT asset management, and workflow processes.
You can create escalations from applications other than the Escalations (SP) application. These escalations are called external escalations. Users with security authorization can modify these escalations in the Escalations (SP) application. Escalations created from the Response Plans (SP) application also are considered on-demand escalations. They are not available to the cron task that monitors conditions and triggers actions and notifications for escalations that are not considered on demand.
When you create an escalation, you define the following items:
Header attributes, which identify the set of records that the escalation monitors (the global search criteria)
Escalation points, which define thresholds that must be met before an escalation occurs
Actions, which are events you want to occur when the escalation points are reached
Notifications, which are e-mails messages that are sent when the escalation points are reached
You are provided with numerous predefined escalations. You can tailor them to suit your business needs, or create new ones.
The Escalations (SP) application contains the following tabs:
List: to search for escalations records.
Escalation: to add, view, modify, or delete an escalation record.
About Actions and Notifications