Understanding Priorities and Escalations

The escalation method that is defined in the S/WM system constants determines how you can set up case priorities in the system. For both escalation methods, you use the Work With Case Priorities form to define how the system escalates cases; however, the form contains different fields, and the form numbers are different.

Each time that the system escalates a case, it uses the detail data from the Case Priority Revisions form to calculate:

• New escalation date and time.

• Message level within the parent distribution list for sending messages.

• Priority.

When you enter a case, the escalation level is 1. The system locates the detail line containing an escalation level of 1. If the case is assigned, the system uses the Assigned Percentage value to calculate the escalation date and time. If the case is unassigned, the system uses the Unassigned Percentage field value to make the calculation. The system also uses the Commitment Date/Time value and the Response Time value in calculating the escalation time.

If you do not close the case by the escalation date and time, the system sends messages to individuals on the distribution lists, it changes the escalation level, and it calculates a new escalation date and time. The system continues to escalate the case and increment the escalation level until you close the case or until the system does not find a detail line containing the next escalation level.

You must define a generic priority that applies to all provider groups. You can specify an escalation process for each case priority (UDC 17/PR).

After you set up generic priorities, you can then set up priority values for each provider group. If a provider group does not have specific values assigned, the generic values apply by default.

You use the same form to set up generic and provider-group-specific priorities; however, the navigation to the form is different.