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Escalation Action
The Escalation Action refers to a workflow. When an Escalation Type Level applies then the action causes this workflow to be executed. As it is possible to have one Escalation TypeLevel trigger several actions, the actions for a given TypeLevel are numbered to give them a sequence.
It specifies what should actually happen when escalation occurs (e.g. send an email, remind the group leader, protocol breach of SLA etc.)
Escalation Action in Edit View:
Escalation Action in Edit Mode: Configured to send an email, which is probably the most common action during the escalation.
The following attributes are available:
Window Component |
Function / Meaning |
Name |
The name of the Escalation Action. |
Running No. |
A running number to distinguish the different actions associated with a particular actions associated with an Escalation TypeLevel. It is possible to have several actions triggered by one Escalation TypeLevel. In this case they are processed in sequence. |
Escalation action used as Template |
If this checkbox is selected, then the Escalation Action is a Template Action. See Escalation Action Templates for a full description. |
Workflow Definiton |
Select and assign a workflow which is to be called. See a particular workflow description here. |
Email Template |
If the send email action is available, it is possible to select a template here. |
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If this checkbox is selected, then the Escalation Action is a Template Action. See Escalation Action Templates for a full description. |