Escalation Steps

Owned by Maria Harreguy
Jun 08, 2022
2 min read

Multiple Escalation Steps can be defined per Log Priority. Typically, these may be say

  • Review Action - 1 hour before the Scheduled On Site time

  • Overdue - 0.5 hours after Scheduled On Site time

  • Urgent Resolution - 2 hours after Scheduled On Site time

Note:
Changes to the Escalation Step applying to a Log at a point in time are automatically made via a standard Workbench stored procedure. This is automatically run from a Microsoft SQL Server SQL Job, set to run every 5 minutes. This reviews all Logs and changes the Escalation Step and displayed colour where appropriate. Use of this SQL Job ensures all logs are updated regularly for reporting purposes, and when viewing these logs in Workbench, the web portal or on a handheld device.
This updating is also done when the user drills into a specific Log.

The Escalation Step of a Log is automatically calculated and displayed, with an optional selection of seven colours.

The 'Escalation Step' is determined from the current date / time in relation to the Scheduled Date / Time. The Escalation Step is only changed for Logs which have no Completed Date / Time. i.e. once a Log is Complete, whatever it's Escalation Status was at that time will be retained.

Multiple Escalation Statuses can be used. Each will have:
Description; a short description e.g. Urgent
Days or Hours; the number of days or hours before / after the Scheduled Date / Time that elapse before the log moves to this Escalation Step. Note that negative values can be used, being days / hours before the Scheduled Date.
Colour Code; the colour coding used on the Log Maintenance and Log Enquiry, selected from a dropdown.