Escalation Process

The Valuemation Escalation involves a number of steps which reflect an increasing level of urgency or an approaching (or overdue) deadline. The Escalation is started for a particular Escalation Parameter which indicates a collection of Escalation Types. For each Escalation level within that Escalation Type, the relevant objects are identified. The relevant Escalation Actions are then carried out for these business objects.

The Escalation Process

NOTE:  How the relevant business objects are identified depends on which kind of Escalation applies.

There are two kinds of escalation:

•  Condition Escalation

A condition is evaluated when the escalation is started. For each Business Object which meets this condition, the relevant escalation actions are carried out.

•  Escalation Record Escalation

A condition is evaluated when a business object (e.g. a Ticket) is created or updated. If the condition is met, then an Escalation Record is created for this ticket. This Escalation Record contains the Escalation Level and the date and time of the next scheduled Escalation. When the Escalation is started, all Escalation Records which have reached their time and date are escalated. The specified actions are carried out. The date and time of the next due Escalation is also calculated and recorded in the Escalation Record.