The Escalation Module

Bring any Item to the attention of a specific user, team, or Location with the Escalation Module.

Escalation is a Template setting that can be made available under the ellipses of any Templates that are not yet completed.

Users can use this feature to send a notification about that Item to either a specific user or a specific group of users. This is used to inform those people that an action needs to be taken regarding the escalated Item.

The Escalation Module allows your organization to define customized Escalation Tiers that can be configured to represent a specific set of users based on your specific escalation process. These Escalation Tiers can be completely unique per Template within your system, meaning you could configure multiple different escalation pathways based on your workflow within your system. 

How can Escalation Tiers be configured?

When defining an Escalation Tier, you have the option of escalating an Item to:

• Network Location(s): Escalate the Item to a particular Location (or Locations). This won't transfer the Item to that Location; it just lets people there know that the Item needs their attention.
  •  You can restrict the ability to deescalate an Item that’s been escalated to a Location Tier to only user(s) that have a specific Role.

  • You can choose whether or not the Location(s) drop-down should be visible and editable when a user escalates the Item.

  • You can specifically allow people to escalate to either:

    • The Item's current Network Location(s).

    • A specific Network Location(s). You can leave this Location up to the discretion of the user escalating the Item or choose the Location(s) to which Items should be escalated.
    • The Network Location that is one level above the Item's current Network Location(s).
    • The Item's Network Locations' escalation Location as configured on the Network administration page.
• Users: Escalate the Item to a particular user (or users). This won't affect the Item's Team; it just lets that person know that the Item needs their attention.
  
  • You can choose whether or not the User(s) drop-down should be visible and editable when a user escalates the Item.

• Role(s): Escalate the Item to a specific system Role. This won't affect the Item's Team; it just lets people with that Role know that the Item needs their attention.
  
  • You can choose to have the Role(s) drop-down be visible but locked when a user escalates the Item. This option simply allows for the User who is escalating the Item to see which Role(s) the Item will be escalated to. 

Notifications for escalated or deescalated Items

By default, all users that are part of an escalated or deescalated Item's Team will get an in-app notification informing them that the Item has been escalated or deescalated to a specific Escalation Tier.

Individual Users, System Roles, and Locations will not automatically receive notifications if an Item is escalated or deescalated to them.

However, any User can opt-in to receive notifications for specific escalation or deescalation actions.

Recommended Reading:

• Escalate an Item
• Deescalate an Item