Escalations

Escalation defines the action that must occur in the system to ensure that the review process does not stop. If a reviewer does not respond to the review in the defined required time-frame, an additional action may be enforced.

If the escalation policy is attached to the review group, then the policy will be enforced on every level identified within the review group. For example, if the review group has three levels of reviewers, the escalation could apply for all three levels.

Also, each level of reviewers listed in the review group can have a unique escalation policy attached. The system looks first for the level specific escalation policy and if it is not found, the system will apply the escalation policy attached to the review group.

NOTE: Review escalations must be attached to review groups in order to be used.

Escalation Steps

The following escalation steps can be applied to document review.

Additional Action	Description
Escalate to Alternate	The review is re-assigned to the alternate actor (from actor role).
Escalate to Manager	The review is re-assigned to the actor's manager.
None	This step indicates that no additional action will be taken except for notification.
Escalate to Owner	The review is re-assigned to the record owner.
Skip	The review is no longer needed by this actor and moves to the next level.
Stop	The review routing has stopped and the record has been sent back to the owner.
Escalate to Org Unit Head	The review is re-assigned to the actor's org unit head.

Example Document Escalation Business Scenario

The following reviewers are included in the routing sheet for document review:

Level 1 - QA Reviewer
Level 2 - Content Reviewer
Level 2 - Content Reviewer
Level 3 - Doc Control Group

Step 1 - No escalation will be used for level 1 or 3. However, the level 2 content reviewers will have 3 business days, from the date the document has been routed to this level, to approve the document. If 3 business days have passed, the system needs to skip these reviewers all together and route to the next level.

The following step will be applied to the escalation policy:

Step	Additional Action	Allowed Time
1	Skip	3 Business Days

NOTE: Additional actions can be attached to each step configured within the escalation policy. For example, if a reviewer is skipped, the system can be set up to also notify the record owner so that they know the escalation policy has taken effect. See Creating Escalations for additional information.

User Rights

The following rights must be assigned to a user for that user to manage or view escalations:

Rights	Description
RES_MANAGE	Allows the administrator to add new review escalations, modify existing escalations, or delete escalations.
RES_VIEW	Allows the user to access and view escalations.

NOTE: See Rights Groups for more information on assigning rights groups to users.