SugarCRM SupportProduct GuidesSugar Versions11.2 Sugar11.2 Sugar EnterpriseSugar Enterprise 11.2 Application GuideEscalations
This release is only available for SugarCloud customers.



Sugar's Escalations module contains records representing the escalation of another module's record (e.g., an account). The record could be escalated for a variety of reasons such as inactivity or being at risk, but escalations allow you to bring extra attention to this record and track all interactions and work that is done to resolve the issue. Set the escalation's "Related To" flex-relate field to the record that is being escalated; this will cause an Escalated badge to be displayed on the selected record so users can easily see that it is currently escalated. You can also add other records that are relevant to the escalation in the subpanels (e.g., calls that take place to resolve the escalation).

The following modules can be escalated: Accounts, Bugs, Cases, and Opportunities.

This documentation covers information and actions specific to the Escalations module. For instructions concerning views and actions that are common across most Sugar modules, such as creating, editing, and deleting messages, please refer to the Working With Sugar Modules section of this page.

Please note that you will only be able to see escalation records as allowed by your license type, team membershipassigned roles, and user access type. For more information, please refer to the referenced documentation in the Administration Guide.

Escalation Fields

The Escalations module contains a number of stock fields that come out of the box with Sugar. For information on using and editing various field types, refer to the User Interface documentation. The definitions below are suggested meanings for the fields, but the fields can be leveraged differently to best meet your organization's needs. Administrators or users with developer-level role access have the ability to alter, add, or remove fields via Admin > Studio. For more information on configuring fields, please refer to the Studio documentation in the Administration Guide.

Field Description
Assigned To The Sugar user assigned to the escalation
Comment Log A shared log of messages, comments, or other text, including the name of the user that added the log entry and the date and time it was added. It is possible to tag other users and link to other Sugar records in Comment Log entries by inserting a clickable pill; see the User Interface documentation for more details.
Date Created The date the escalation was created
Date Modified The date the escalation was last modified
Description A description of this escalation
Integration Sync ID The sync key field used by external integrations to identify Sugar records in the external application. See the Integrate REST API endpoints in the Developer Guide for more details on how to use this field.
Number An automatically incremented number to identify every escalation, which cannot be edited through Sugar
Reason The reason the selected record was escalated
Related To The record that is being escalated (e.g., an account)
Related Type The type of record that is being escalated (e.g., "Accounts")
Note: This field is only available as an individual field on list view, in subpanels, in reports, and in SugarBPM. In other views, such as record view, you can find the value of this field by looking at the field label of the Related To field when it is populated with a record.
Source The source of the escalation (e.g., "Internally Requested")
Status The status of the escalation (e.g., "In Progress")
Subject The subject or title of the escalation
Tags User-created keywords that can be used to identify records in filters, dashlets, and reports
Note: For more information on creating and using tags, please refer to the Tags documentation.
Teams The Sugar team(s) assigned to the escalation record

Escalating Records

There are several ways to escalate an account, bug, case, or opportunity: you can either create an escalation record in the same way you create other records in Sugar or you can select the Escalate option on the record you wish to escalate. See the User Interface page for details on creating records on Sugar. To escalate a record, navigate to its record view or Record View dashlet and open the Actions menu to find the Escalate option. Note that it is only available if you have the necessary role access to the Escalations module.

Clicking this option opens a Create drawer with the target record already set in the Related To field so you can fill in the remaining details of the escalation. After you save, refresh the view to see the Escalated badge at the top of record view or, if configured by an admin, in the dashlet:

  • Record view:
    Escalations RVBadge
  • Record View dashlet:
    Escalations RVDBadge

The badge is also shown at the top of the record's preview and the Escalated field can also be added to list views and List View dashlets.

An account, bug, case, or opportunity can have multiple open escalations; the Escalated badge is displayed as long as the record has at least one open (i.e., new or in progress) escalation. When the last escalation is closed, the badge is no longer displayed.

Working With Sugar Modules

While the Escalations module has some features that only apply to escalations it also uses the Sidecar user interface that most Sugar modules are based on. The following sections detail menus, views, and actions common to Sidecar modules and contain links to additional information within the page or links to the User Interface documentation.

Escalation Menus

The Escalations module contains various options and functionality that are available via menus in the module tab, list view, and record view. The following sections present each menu and its options with links to more information about each option in the User Interface documentation.

Module Tab Menus

The Escalations module tab is typically found by clicking the arrow to the right of the module tabs on the navigation bar. The additional modules will appear on the list and you can click "Escalations" to access the list view. Once the Escalations tab displays on the navigation bar, you can click the triangle within the tab to display the Actions, Recently Viewed, and Favorites menu. The Actions menu allows you to perform important actions within the module. The Recently Viewed menu displays the list of escalations you most recently viewed. The Favorites menu displays the list of escalations you most recently marked as favorites.
Escalations ModuleTabMenus

The module tab's Actions menu allows you to perform the following operations:

Menu Item Description
Create Escalation Opens the record view layout to create a new escalation
View Escalations Opens the list view layout to search and display escalations

For more information on module tab menus including reasons a module may not be included in the menu, see the User Interface documentation.

List View Menus

The Escalations list view displays all escalation records and allows for searching and filtering to locate specific escalations. You can view the basic details of each record within the field columns of the list view or click an escalation's subject to open the record view. To access a module's list view, simply click the module's tab in the navigation bar at the top of any Sugar page.

List View Mass Actions Menu

The Mass Actions menu to the right of the checkbox option in the list header allows you to perform mass actions on all currently selected records. You can use the checkbox on each record's row to select individual escalation records or click the checkbox in the list header to select all records displayed in the current set of list view results.
Escalations ListViewMassActionsMenuEU
The Mass Actions menu allows you to perform the following operations:

Menu Item Description
Mass Update Mass update one or more escalations at a time.
Recalculate Values Visible only if the module contains fields using Sugar Logic and only to System Administrators or users with Developer-level role access, this option will refresh the selected records' calculated values.
Merge Merge two or more duplicate escalations.
Delete Delete one or more escalations at a time.
Export Export one or more escalations to a CSV file.
List View Record Actions Menu

The Record Actions menu to the far right of each record's row allows you to perform actions on the individual escalation directly from the list view.
Escalations ListViewRecordActionsMenu

The list view's Record Actions menu allows you to perform the following operations:

Menu Item Description
Preview (Eye icon) Preview this escalation in the intelligence pane.
Edit Edit this escalation.
Delete Delete this escalation.

Record View Actions Menu

The Escalations record view displays a single escalation in full detail including its fields, subpanels of related records (if applicable), and activity stream. To access an escalation's record view, simply click a hyperlinked escalation subject from anywhere within Sugar. The record view's Actions menu appears on the top right of the page and allows you to perform various operations on the current record.
Escalations RecordViewActionsMenuUEP

The Actions menu allows you to perform the following operations:

Menu Item Description
Edit Edit this escalation.
Share Share a link to this escalation via email.
Find Duplicates Locate potential duplicates of this escalation.
Copy Duplicate this escalation.
View Audit Log View a record of changes to this escalation.
Delete Delete this escalation.

Common Views and Actions

In the table below, the left column contains links to the User Interface page covering topics that are applicable to all Sidecar modules. The right column has links to sections of the current page that cover topics specific to escalations.

General Instructions for Working With Sugar Modules Escalations-Specific Instructions
Use the links below to navigate to the User Interface page which covers topics generic to many Sugar modules. When Escalations-specific help exists for each topic, use the links below to navigate to sections of the current page.
Creating Records Escalating Records
Viewing Records  
Searching for Records  
List View List View Mass Actions Menu
List View Record Actions Menu
Record View Record View Actions Menu
Intelligence Pane  
Editing Records  
Deleting Records  
Exporting Records  
Favoriting Records  
Sharing Records  

Last modified: 2021-10-04 01:47:28