Escalation Criteria
In addition to specifying a series of actions for an Escalation, Users want to restrict the conditions under which those actions are executed. Criteria act as a filter (think of the Grid's Search and Filter mechanisms) that prevents an Escalation from the beginning unless the data provided matches its conditions.
On the Escalation form, click the Criteria tab, and click the 
button. On the Criteria form, set a single condition using a piece of Data (that is provided to the Event info) to match against, a Comparison operator, and the Value the data must match to pass and begin the Escalation. Based on the Data field, the Value may be an arbitrary text value, a Picker item, an option from a drop-down, etc.
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Adding Criteria to an Escalation
On the Escalation form, click the Criteria tab, and click the
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- button.
On the Criteria form, set a single condition.
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Data: This is dependent on the type of Start Event the Escalation is a part of.
Comparison: Available operators are: Equal, Not Equal, Empty, or Not Empty.
Value: This is dependent on the Data selected.
Click the
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button to save the Criteria.
Example type of Escalation Criteria
Start Event: Service Desk Workflow Assigned
Data: SDWF_ADDNEW
Purpose: This allows for Workflow Escalations to have Criteria based on when the Workflow was
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initially created or is a pre-existing Workflow.