Prerequisite

If you are processing escalations using the notification method, ensure that you have:

• Installed the Workflow Modeler so that you can use escalation workflow.

• Set up the S/WM system constants for Escalation 1 (escalation using notification).

• Defined provider groups and associated distribution lists.

If you are processing escalations using the skill-level method, ensure that you have:

• Set up S/WM system constants for Escalation 2 (escalation using skill level).

• Defined provider groups and associated provider group members and skill levels.

Note these considerations when escalating cases:

• Escalation is based on the date and time when a case is first entered and each time that it is escalated.

• Dates and times are based on specific escalation setup for each provider group and priority, or they are based on the generic escalation setup for all provider groups and each priority.

See also:

• Setting Up Provider Groups.

• Setting Up Case Priorities Using Notification Escalation Method.

• Setting Up Priorities Using Skill-Level Escalation Method.

• JD Edwards EnterpriseOne Tools Workflow Tools Guide.