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Escalations are automated tasks that execute a series of predefined actions once the task is started. The Escalation is initialized by an Event generated from some data change in the system. Escalations are defined by:

• Start Event (required) – Event that begins the Escalation's life cycle
• Abort Events (optional) – Events which that can interrupt the Escalation to prevent unnecessary actions from occurring
• Sequences (required) – Actions the Escalation takes during its life cycle
• Criteria (optional) – A means of narrowing down the conditions under which the Escalation begins

Escalations are useful tools for implementing your Organization's standard policies automatically based on internal PCR-360 activity. For example, if your Organization's policy is for the Customer Service Manager to be notified whenever a new Incident is created, then your Organization could create a special Escalation looking for the "New Incident Created"  built-in PCR-360 Event and set the Escalation to notify the Manager using an Escalation Sequence. In addition to the built-in Events and Notifications, PCR-360 allows the use of custom-made Events and Notifications to implement other possible ways to use Escalations to make your Organization's experience with PCR-360 easier. This article will be a step-by-step process in Creating and Managing Escalations.

If you would like help setting up Escalations, please contact Professional Services.

Adding an Escalation

Navigate to the Escalations grid by going to Admin > Escalations / Notifications > Escalations.

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With this sample, when a new Estimate is created in Service Desk, this Escalation will check any Criteria set in place. If ALL of the criteria pass, the Sequence(s) will execute, sending data to the API set up in Service Hosts.

Service Host SOAP Escalation Setup

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This is a sample Escalation that will use the Service Host set up previously. It will execute using the "New Service Request Created" Event. Add a single Sequence and a single Criteria that must match for the Escalation to execute at all.

1. Go to Admin > Escalations / Notifications > Escalations
2. Open a new Escalation.
3. Select a Start Event before adding Sequences. This is to help the Sequence form know what data variables it can use. Select "New Service Request Created" as the Start Event.
4. Open a new Sequence on the Sequence tab. Set the Sequence # "10", and Time To Wait "0m".
5. Select "Service Host SOAP Escalation" from the Type list.
6. When the form updates, choose the Service Host to use ("Sample REST Host" in the example above).
7. Set the "Target Host". This will define the Service Host that is going to be interacting with this Escalation.
8. Set the "Target Method". This will define what endpoint the Escalation is going to be sent to.  The expected fields to be sent will be automatically populated.
   
9. Fill in the "API Options" to be sent to the endpoint.
10. Save the Sequence and close the Sequence form. To use this Escalation to perform other tasks, including other calls to the same or other endpoints, set up separate Sequences for those actions.
11. Click the Criteria tab and open a new Criteria. This operates the same as previous versions. Notice that UDFs which apply to the data object the Start Event is generated from can be found in the list of data Criteria that can be checked before the Escalation begins its work. There are also additional Comparison types to choose from for better refinement of acceptable data conditions.
    
12. Save a Criteria if desired.
13. Finally, save the new Escalation.

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