Understanding Priorities and Escalations

The escalation method 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.

Using the values in the F1753 table, the system assigns and processes the case through the provider group members assigned to the case. The values in this table enable the system to determine how long a provider group member works on a case before the case is systematically escalated to the next highest level member of the provider group.

You must define a generic priority that applies to all provider groups. 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.