Create an Escalation for an SLACreate an Escalation for an SLAYou use the Service Level Agreements (SP) application to create an escalation for a commitment line within a service level agreement (SLA).
When an SLA is set to ACTIVE status, the system automatically changes the status of the escalation to ACTIVE as well. If you create an escalation for an SLA that is already activated, you must activate the escalation by using Escalation > Activate/Deactivate Escalation from the Select Action menu. If you set an SLA to a status of INACTIVE, the system displays a message asking whether you want to change the associated escalation to INACTIVE.
You can also deactivate, activate, and delete an escalation within an SLA independently of the SLA itself by using the Escalation commands from the Select Action menu.
From the Service Level Agreements (SP) application, open or create an SLA record.
In the Commitments
table window, select Define Escalation 
from a commitment
row. The system displays the Escalation tab, and defaults the information
in the Escalation and Escalation Points table windows from the SLA.
If appropriate,
in the Schedule field, modify the default Schedule for how often you want
the system to poll for records. Click Set Schedule 
to choose
the date interval and preview the first twenty instances of when the escalation
will poll for conditions.
If appropriate,
in the Condition field, edit the
condition statement that the system defaulted from the SLA commitment
line. The condition identifies the set of records you want this escalation
to target. You can edit the SQL condition manually, or click SQL Expression
Builder 
to use the SQL Expression Builder.
If appropriate, define actions:
On the Actions subtab, click New Row. The Row Details open.
In the Action
field, enter a value or click Detail Menu 
, then Select
Value 
to retrieve an action. The system populates the Description, Sequence,
and Type fields.
If appropriate, define notifications:
On the Notifications subtab, click New Row. The Row Details open.
Choose one of the following options:
To add a free-form notification, enter values in the Role/Recipient, Subject, and Message fields.
To add a template-based
notification, enter a value in the Template
field or click Detail Menu , then Select Value to retrieve an existing communication template.
The system populates the remaining fields.
From the Select Action menu, select Escalation > Validate Escalation to validate the SQL conditions. The system displays a message in the Navigation bar if the validation succeeded, or displays a message in a pop-up dialog if it failed.
If appropriate,
click Maximize 
to expand the Validation Results table window
and review any validation errors. If an error was found in the condition
for an escalation point, the system highlights the row to let you know
which escalation point had an error. Correct any errors and revalidate.
Click Save SLA
. The system saves the escalation and associates it to
the SLA record.