An Escalation User is a full user who receives a notification when an Action, Task, or Checklist is not completed by the due date. It is important to note that although escalation users may be notified of overdue tasks, they cannot complete assignments on behalf of the person responsible.
There are three escalation options to choose from: Default Escalation Users, Designated Escalation Users or Form Person Responsible. This guide provides an overview of each of these escalation users as well as step-by-step instructions on how to set them up. This guide is divided into the following sections:
Default Escalation Users
A Default Escalation User is set up on the profile of an individual. For example if a profile was set up for a maintenance worker in Assurance, the Maintenance Manager would most likely be set up on their profile as the Default Escalation User.
The Default Escalation User is the person who will receive escalations each time the individual who has them as their specified default escalation does not complete a Task, Action, or Checklist by the due date. To send an escalation notification, the ‘Default Escalation’ checkbox has to be selected on the assignment.
How to Set Up Default Escalation Users for Someone
1. Click the Gear in the top menu
2. Click Users
3. Select the User that you want to add a Default Escalation User/s to
4. Click Edit
5. Click your cursor in the Default Escalation text box
6. Select one or more default escalation users from the dropdown menu that appears. Note: escalation users must be full users
7. Scroll down to the bottom of the screen and click Update
Note: You can remove default escalation users from someone's profile by going back to the edit page and simply clicking the x next to the escalation user that you want to remove.
Designated Escalation Users
Designated Escalation Users are set up within an assignment through the settings of an Task, or Checklist.
How to Set Up Designated Escalation Users from a Task or Checklist
1. Navigate to the Task or Checklist
2. Click Assign Task or Assign Checklist (depending on if you are in a task or checklist)
3. Scroll down to Assignment Settings
4. Click the downward facing arrow to expand the Assignment Settings
5. Tick the checkbox next to Designated Escalation User
6. Click your cursor in the textbox beneath Escalation Users
7. Select one or more designated escalation users from the dropdown menu that appears. Note: escalation users must be full users
Optional: In this section you can also include Escalation grace days, these are the number of days between an assignment being overdue and the escalation user being notified.
6. Scroll down and click Save
The Form Person Responsible
The Form Person Responsible is the person or people who are responsible for the register or form that is linked to the task or checklist. This option cannot be selected if the task, action or checklist is not linked to a register or form.
How to Set up the Form Person Responsible as the Escalation User
1. Navigate to the Task or Checklist
2. Click Assign Task or Assign Checklist (depending on if you are in a task or checklist)
3. Scroll down to Assignment Settings
4. Click the downward facing arrow to expand the Assignment Settings
5. Tick the checkbox next to Register and Forms Person Responsible
Note: In this section you can also include Escalation grace days, these are the number of days between an assignment being overdue and the escalation user being notified.
6. Scroll down and click Save
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