Workflow: Escalation

Escalation workflows are used to manage the escalation process (see Escalations (SLA)). The following figure shows an example of a simple escalation workflow. An email is sent, the escalation level is set, and then the workflow is exited. For information on the individual plug-ins, see Plug-ins Description.

 

Data transfer

When an escalation workflow is initiated (triggered by the expiration of a configured escalation), the following data fields are automatically passed to the Workflow item Reference object e.g. to a ticket or CI that runs through the workflow.:

 

• sys_escalationReference _name: Contains the name of the escalation that triggered the workflow.

• sys_escalationReference_objectGuid: Contains the unique ID of the escalation (ObjectGuid).

• sys_escalationReference_escalationTime: Contains the escalation time that triggered the workflow.