Creating Escalations

Review escalation is an optional feature in the system and is attached to Groups.

1. From the SmartSolve Portal Page, click the Home tab.
2. In the Setup and Policy section, click Policy.
3. In the Document Management section, click Escalation.
   Result: The Review Escalations list window is displayed.
4. Click Action > Add.
   Result: The Review Escalation entry window is displayed.
5. Enter a code and name for the escalation policy.
6. Click the Save button.
   Result: The new escalation has been added and the Detail of the escalation is displayed.
7. Click the Step tab to define the steps for the escalation.
8. Click Action > Add.
9. Enter information in the following fields:

Field	Description
Step*	Enter a number in the field.
Additional Action*	Click the drop down arrow and select the additional action to occur in this step. The following additional actions can be applied to each escalation step: 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 is 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.
Allowed Time*	Specify the time when the escalation will trigger if the minimum requirements are not met within the review.

10. Click the Save button.
    Result: The new action has been added and is displayed in the Step tab of the Escalation record.

NOTE: Steps 8-11 must be repeated for all steps to be added to the escalation, unless the Add Another checkbox is enabled

11. Additional actions can be then 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 the record owner knows the escalation policy has taken effect. Click the icon next to the step and select Additional Action.
    Result: The Additional Action tab for the step is displayed.
12. Click Action > Add.
13. Click the drop down arrow and select the additional escalation to occur in this step. The following additional actions can be applied to each escalation step:

• Add Alternate - The review is re-assigned to the alternate actor (from Actor Role).
• Add Manager - The review is re-assigned to the actor's manager.
• Add Org Unit Head - The review is re-assigned to the actor's org unit head.
• Notify Alternate - The actor’s alternate is notified of the escalation step taken.
• Notify Manager - The actor’s manager is notified of the escalation step taken.
• Notify Owner - The document owner is notified of the escalation step taken.
• Notify Org Unit Head - The org unit head of the actor’s department is notified of the escalation step taken.
• Click the Save button.
  Result: The new additional escalation has been added and is displayed in the Additional Action tab of the Escalation record.

NOTE: Steps 12-14 must be repeated for all additional actions to be added to the steps.

See Also

Escalations

Attaching Escalations to Groups

Attaching Escalations to Group Levels

Document Setup