Escalation

Escalation refers to any processing within a PRPC application that causes high-priority work items to become visible to users and managers and to be processed sooner rather than later.

The numeric property known as urgency determines the order that assignments for that work item appear on worklists. Escalation recalculates the urgency value to reflect its age, impending due date, or explicit management inputs.

Escalation can occur through a service level rule associated with the flow and through background processing by the Pega-ProCom agent.

The importance of a work item can be based on factors such as a dollar amount, specially important customer factors, age, due date, complexity, and many other factors.

PegaRULES database accesses that support escalation depend on the current date and time setting on the database server, not the application server. Make sure the date and time of the database server are synchronized with the date and time on the application server node or nodes.

	agent, event, notify shape, service level, urgency
	About Service Level rules How to set a service level for a work item Understanding the Pega-ProCom agent

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