Escalations

Overview

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).

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 membership, assigned roles, and user access type. For more information, please refer to the referenced documentation in the Administration Guide.

Escalating Records

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.

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

Click the Escalations module tab in the navigation bar to access the Escalations list view. You may also click the three-dots menu in the Escalations module 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. 

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

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.

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.
The Mass Actions menu allows you to perform the following operations:

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.

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

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.

The Actions menu allows you to perform the following operations:

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.