Escalation Record Escalation

In general, this type of escalation works as follows:

• 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.
• The 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.