Here is a document from IBM on setting up an escalation to cancel SR. It’s a pretty straight forward example and I normally probably wouldn’t post it as I have already written about setting up escalation points before, but in my example, I used the ‘getdate()’ SQL method to calculate which records were not processed the last time the escalation ran. The reason for this post is to get a better understanding of escalation points and how to use them. This tutorial from IBM gave me a better understanding of how the escalation points worked.
So here is my basic understanding of how it works. For every escalation condition, you can create a generic SQL statement to query a bunch of records, for example, you want to query all work orders that were cancelled and had generated an SR. The query would look like this:
exists ( select 1 from workorder where origrecordclass LIKE '%SR%' and origrecordid= sr.ticketid AND status= 'CAN')
Now you don’t want to your escalation to run against every record returned, so this is where you would narrow down your query by using the escalation points. Your new escalation point is created with the CHANGEDATE attribute set and the ‘Elapsed Time Interval’, ‘Interval Unit of Measure’ set to ‘1’, and ‘MINUTES’ respectively. You can also set the ‘Escalation Point Condition’ to narrow your results even more, but mainly, you will use the CHANGEDATE value as a variable to check which records haven’t been processed in the last one minute. I assume that the time interval and the schedule you run your escalation at, should be equal. I don’t think it would make sense for them to not be. So if your escalation point is set to check the CHANGEDATE value every 30 minutes, you would change your run schedule to be the same.
This example from IBM doesn’t show how to use multiple escalation points but you can add as many as you want. I have looked at the Maximo demo database and they have escalation points on multiple fields such as TARGETSTART, and TARGETFINISH. They also have a negative value for the time interval. What does that mean? A positive value for the time interval means that it will check for dates in the past and a negative value will check for dates in the future.
Hope this helps your understanding of escalation points. I know it’s helped me!