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    Mohana Gopal Selvam
    Escalation Process
    Topic posted March 25, 2019 by Mohana Gopal SelvamSilver Crown: 22,500+ Points, tagged Configuration 
    90 Views, 5 Comments
    Title:
    Escalation Process
    Content:

    Hi,

    We have to implement the Escalation process in Activity object. Send an escalation mail based on the Activity Due Date. I hope we can achieve this through Schedule Report.

    1.Is there any other best approach?

    Additional Requirements:

    2. We need to send an escalation mail to the resource which we have captured in Activity object's custom field based on Resource object?

    3. Can we use the email template for the escalation?

    4. We have to capture the reminder frequency - week/month/day in Activity object. We have to send a reminder mail after the first reminder date which we captured. Is it possible?

    Thanks,

    Mohan

     

     

    Version:
    18C

    Comment

     

    • shalini sahay

      Hi Mohan,

      Do you think Object Workflow as well can help to achieve this.

      Create a Email notification trigger : on object update.

      Set the groovy as per the custom field update.

      Send an Email in form of Escalation.

       

    • Mohana Gopal Selvam

      Hi Shalini,

      Thanks for your response. As per my knowledge, we can invoke the WF when the record is update or create. Here we need to send an escalation when the agent is not work on the activity. How to trigger our workflow?

      Thanks,

      Mohan

      • shalini sahay

        Thanks Mohan.

        Yes, the workflow can be invoked only if we create or update a record.

        To check if the agent is working or not working on an Activity, I believe, there would be a criteria that your would like to check to decide if the activity has been worked.

        I can give a use case to explain this.

        An activity is created, and assigned to an agent.

        I can put a checkbox in the activity and it will get checked if there is no update in the activity since say for 7 days. You can set the number of days as per your SLA.

        Now, once this Checkbox gets checked, a workflow trigger can be initiated to send an escalation mail to the agent.

        I can give a better explaination on this, if you can share your idea on how do you decide if an activity has been worked on or not.

    • Mohana Gopal Selvam

      Hi Shalini,

      Thanks for your response. I have to send an escalation when the due date is passed and the Activity status != Complete.

      4. We have to capture the reminder frequency - week/month/day in Activity object. We have to send a reminder mail after the first reminder date which we captured. Is it possible?

      Thanks,

      Mohan

       

    • Ashwini Sharma

      HI Mohan,

      This can be acheived through Object workflow. 

      You Can trigger a workflow on update of activity with "Due date" and "Activity Status" in Condition

      Thanks