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Escalation Process Workflow Help - Date Calculations

Question asked by triplejs15 on Mar 31, 2016
Latest reply on Apr 18, 2016 by emha

I've created an form that collects issues and routes it to the appropriate team, however I would like to escalate the issue to the next in line and set a field value (escalation level drop down) based on the date the issue was entered and how long it's been sitting.

 

Example:

Issue Entered Today, I set status to Level 1 by default on entry.

In 48 hours if the issue isn't issue status is not selected as "resolved" escalation level drop down goes to Level 2 and the Team Supervisor is emailed

In 72 hours if the issue isn't issue status is not selected as "resolved" escalation level drop down goes to Level 3 and the Supervisor's manager is emailed

In 96 hours if the issue isn't issue status is not selected as "resolved" escalation level drop down goes to Level 4 and the Director is emailed

 

I can't figure out how I can do this automatic status change based on the hours or even days, then move up the chain of command with emails.

 

Any help would be appreciated.

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