Automation ~ Work Order Escalations

Work Order Escalation provides a way for an organization to automatically escalate certain Work Orders based on specific criteria that is selected when the escalation rule is configured.  An organization can have as many Escalations as needed.  

To create a new Escalation Rule, click the Create Escalation Rule will open.

• Description: Enter a description for the new escalation rule in the text box.
• Escalation Condition: Categories, Priority, and Status:' 

Select the categories, priority, and status that your new escalation rule will be set for. When a new work order is created with the combination you select the system will automatically escalate the work order appropriately.

• Escalation Effect: New Status: Select the new status that the work order will be changed to when the system escalates it.
• Escalation Time Frame: Select the time in hours and minutes for when the escalation will occur. The time is counted from the time a work order is saved in the status that was selected in the Escalation Condition section of the rule. The system will automatically change the status to the Escalation Effect status you selected when the appropriate time has elapsed.

June 2026