Notification Escalation Method

If you decide to escalate cases using the notification method (escalation method 1 in the S/WM System Constants program), use the Distribution List Control program (P02150) to attach assignees to provider groups. Use the Queue Security program (P01135) to specify whether groups or specific users can make changes to the distribution lists.

Through the Queue Properties program (P01133P), define which programs distribution list members view when they open their Workflow queue.

The escalation percentages you define on the Case Priority Revisions form determine how the system routes and escalates cases to distribution list members. When a case is assigned to a provider group, the system uses the values in this form to determine the escalation response time and sends notification to members on the distribution list assigned to the provider group.