Escalations are used to initiate specific actions after or before certain duration. Escalations can be used to remind task owner of the delayed task, it can be used to increase or decrease the priority of the task or reassign the task to someone else.

 

Fill in the settings for the first escalation rule. For additional escalations, click Add an Escalation Rule at the top of the page.

 

Escalation Condition
Trigger the escalation on:

• A specified number
• Of Business Days, (calendar) Days, Hours, Weeks, or Minutes)
• Before or After a given date:
  • Task creation date
  • Task due date
  • Task acceptance date
  • A date field defined in the stream record
  • The stream record's Submission date

If needed, choose to Reassess Task Assignment:

Re-assigns the task owner and applies the distribution strategy once again. 
So if the task originally went to a pool, and then was taken by one individual, this setting
causes it to go back to the pool with its new settings, so someone else can take it.

 

Escalation Actions

• Increase or decrease task priority
• Set Priority to a specific level
• Reassign Task - Assign the task to a specific user
• Release Task - Release the task from the user who owns it, so it is once again available to general pool of personnel who are qualified to undertake the task. (Use this option when tasks are assigned to a role, or some other group of people.)
• Reevaluate Task Assignment - this is useful only when task is assigned to one person from a list of possible task owners using task distribution strategy. When this action is executed, the next owner of the task is picked from the potential list of task owners.
• Change Stage Status - This is used to change the stage status. For example if a task is overdue, a certain stage can be changed to 'At Risk' or 'Breached'
• Send Email - Use an email template to send a message to a specific recipient or to one of the email addressed stored in stream data.
• Send Notification - Use an email template to send a message to a specific recipient or to one of the email addressed stored in stream data.
• Send Text Message to Phone - Send a text message to a specific phone number or to the number stored in one of the user fields associated with the record.
  • Click the magnifier icon to add template variables that supply data from the stream record.
  • Such variables have the form $DataComponent.FieldName.