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Escalation Workflow

Handle delayed corrective actions through systematic escalation.

What is Escalation?​

Escalation is the process of elevating unresolved issues to higher levels of management when:

  • Corrective actions are overdue
  • Issues require additional authority
  • Standard resolution fails
  • Urgent attention is needed

Escalation Triggers​

Automatic Triggers​

System escalates when:

TriggerDescription
OverdueAction past due date
Extended overdueSignificantly past due
Multiple extensionsDue date extended multiple times
Priority + TimeHigh priority items after threshold

Manual Triggers​

Users can manually escalate:

  • When blocked by external factors
  • When additional resources needed
  • When authority required
  • When urgency increases

Escalation Levels​

Level Structure​

LevelTypical RecipientDescription
Level 0AssigneeInitial assignment
Level 1Team LeadFirst escalation
Level 2ManagerSecond escalation
Level 3DirectorThird escalation
Level 4ExecutiveFinal escalation

Level Configuration​

Admins configure:

  • Who receives each level
  • Time before escalation
  • Notification methods
  • Required actions

Automatic Escalation​

Time-Based Rules​

Example configuration:

StatusThresholdAction
Overdue 1 dayLevel 1Notify team lead
Overdue 3 daysLevel 2Notify manager
Overdue 7 daysLevel 3Notify director
Overdue 14 daysLevel 4Notify executive

Priority-Based Rules​

Higher priority escalates faster:

PriorityLevel 1Level 2Level 3
Critical4 hours1 day2 days
High1 day3 days7 days
Medium3 days7 days14 days
Low7 days14 days30 days

Escalation Notifications​

Who Gets Notified​

At each level:

  • Designated escalation recipient
  • Original assignee (reminder)
  • Action creator
  • Related managers

Notification Content​

Escalation notices include:

  • Action details
  • How overdue
  • Current status
  • What's needed
  • Link to action

Notification Methods​

  • Email (always)
  • In-app notification
  • SMS (if configured)
  • Dashboard alert

Handling Escalations​

When You Receive an Escalation​

  1. Review the action details
  2. Understand the delay
  3. Identify blockers
  4. Take appropriate action:
    • Provide resources
    • Reassign if needed
    • Remove blockers
    • Adjust priority/timeline

Resolution Options​

OptionWhen to Use
Resolve directlyYou can fix the issue
Provide resourcesAssignee needs help
ReassignDifferent person needed
Extend timelineValid delay, new deadline
Escalate furtherBeyond your authority

Documenting Response​

When addressing escalation:

  1. Add note explaining action taken
  2. Document decisions made
  3. Update status appropriately
  4. Inform relevant parties

Escalation Dashboard​

Viewing Escalated Items​

  1. Go to Corrective Actions
  2. Filter by Escalated
  3. View all escalated items

Escalation Indicators​

IndicatorMeaning
! iconCurrently escalated
Level badgeCurrent escalation level
Red borderCritical escalation

Manager View​

Managers see:

  • Actions escalated to them
  • Team's escalated items
  • Escalation trends
  • Resolution metrics

Manual Escalation​

When to Manually Escalate​

  • Blocked by factors beyond control
  • Need additional authority
  • Require more resources
  • Situation has changed

How to Escalate​

  1. Open the corrective action
  2. Click Escalate
  3. Select target level or person
  4. Provide reason
  5. Submit

Escalation Reasons​

Common reasons:

  • Need budget approval
  • Waiting on vendor
  • Requires policy decision
  • Safety concern elevated
  • Additional findings

De-escalation​

When Actions Resolve​

After resolution:

  1. Escalation cleared
  2. All parties notified
  3. Metrics updated
  4. Issue closed

Preventing Escalation​

To avoid escalation:

  • Start actions promptly
  • Update status regularly
  • Communicate blockers early
  • Request help when needed
  • Meet deadlines

Escalation Reports​

Available Reports​

  • Escalation frequency
  • Time at each level
  • Resolution by level
  • Escalation reasons
  • By location/team

Key Metrics​

MetricDescription
Escalation Rate% of actions that escalate
Average LevelTypical highest level reached
Resolution TimeTime after escalation to resolve
Level 3+ RateActions reaching high levels

Trend Analysis​

Track over time:

  • Improving or worsening
  • Patterns by area
  • Common causes
  • Resource needs

Configuration​

Setting Up Escalation Rules​

Admins configure:

  1. Go to Admin > Settings
  2. Navigate to Escalation Rules
  3. Define levels and timing
  4. Set recipients
  5. Save

Rule Settings​

SettingDescription
EnabledTurn on/off escalation
LevelsNumber of escalation levels
TimingTime thresholds for each level
RecipientsWho receives at each level
NotificationsHow to notify

Recipient Configuration​

Options for each level:

  • Specific user
  • Role (Team Lead, Manager, etc.)
  • Location-based
  • Custom rules

Best Practices​

For Organizations​

  1. Configure appropriate thresholds
  2. Ensure recipients are correct
  3. Review escalations regularly
  4. Adjust rules based on data
  5. Train staff on process

For Managers​

  1. Respond to escalations promptly
  2. Document your actions
  3. Remove blockers when possible
  4. Identify patterns
  5. Coach team members

For Assignees​

  1. Work to avoid escalation
  2. Communicate blockers early
  3. Request help when needed
  4. Update status regularly
  5. Learn from escalations

Troubleshooting​

Not Receiving Escalations​

Check:

  • You're configured as recipient
  • Notification settings correct
  • Email not in spam
  • Role assignment correct

Escalation Not Triggering​

Check:

  • Escalation rules enabled
  • Thresholds configured
  • Action meets criteria
  • Rules active

Wrong Person Receiving​

Check:

  • Recipient configuration
  • Location assignments
  • Role definitions
  • Update rules if needed