Use Escalation Maintenance (11.1.13.1) to create and update escalation sequences.

The work code, type, severity, and problem in the top frame of Escalation Maintenance define a unique key for this escalation. This escalation will be applied to calls with values that match the values specified in these fields. If you want to create generic escalations that apply based simply on the length of time a call has been in a certain state, you should leave the key values blank.

If you specify key values, they must be filled in from the top down. If you want the escalation to be applied based on call severity, you must also specify a work code and call type.

When the escalation manager searches for an escalation to apply, it looks first for the most specific match (all escalation key fields supplied). Then it keeps searching for a more generic escalation by blanking out one field at a time, starting from the bottom up until all key fields are blank.