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Escalation process

Users can escalate Interaction and Request records during a record ownership transfer if the transfer reason equals one of the values listed in the Escalation Reasons (MED_Escalation_Reasons__c) field on the Local Setting (MED_Local_Setting__mdt) custom metadata type. Once a record is escalated, a flag will appear on the record as well as the parent Interaction record, if applicable.

Enable escalation functionality

To enable the escalation functionality:

  1. Navigate to the Local Setting (MED_Local_Setting__mdt) custom metadata type.

  2. Navigate to the Default Local Setting metadata record.

  3. In the Escalation Reasons (MED_Escalation_Reasons__c) field, enter a list of possible reasons a user may want to escalate an interaction or request. Each unique escalation reason must be entered on a new line and must match a value in the Escalation/Transfer Reason (MED_Escalation_Transfer_Reason) global value set.

Escalate an Interaction record

To escalate an Interaction record:

  • In the Change Record Owner (MED_ChangeRecordOwner) Visualforce component:

    1. Search for and select the user that should be assigned as the new owner of the interaction.

    2. Select a transfer reason.

      Note

      This transfer reason must be one of the options listed in the Escalation Reasons field on the Default metadata record of the Local Setting custom metadata type.

Once the interaction is escalated, the Escalated (MED_Escalated2__c) field, the Escalation Flag (MED_Escalation_Flag__c) field, and the Alerts (MED_Alerts__c) field on the record will automatically be set to true. This means that both the escalation icon and the alerts icon will appear.

Note

When an interaction is transferred, all child records with the same owner will be transferred as well. For more information, reference the Change record owner page.

Caution

Medical Information Cloud does not actively use Salesforce's standard IsEscalated field on the Interaction (Case) object.

Escalate a Request record

To escalate a Request record:

  1. Ensure that the formula on the Escalated (MED_Is_Escalated__c) field of the Request object equals MED_Escalated2__c.

    Note

    The formula is correctly set to MED_Escalated2__c in out-of-the-box Medical Information Cloud versions V10 and above. You only need to update the formula if you are upgrading from a version older than V10.

  2. Perform the same steps as escalating an Interaction record.

Once the request is escalated, the Escalated (MED_Escalated2__c) field, the Escalated? (MED_Escalated__c) field, the Is Escalated (MED_Is_Escalated__c) field, and the Alerts (MED_Alerts__c) field on the record will automatically be set to true. This means that both the escalation icon and the alerts icon will appear. This also means that the Escalation Flag (MED_Escalation_Flag__c) field on the parent Interaction record will be set to true such that the escalation icon on the interaction will also appear.

Note

A request is considered escalated if either the Escalated (MED_Escalated2__c) field or the Is Escalated (MED_Is_Escalated__c) field equals true. However, Komodo Health recommends using the latter instead of directly setting the value on the former.

Remove an escalation

To remove an escalation from an Interaction or Request record, uncheck the Escalated field. The Escalation Flag field and the Escalated? field on the interaction and request, respectively, will subsequently reset, and all escalation and alert flags will disappear.

Note

The Transfer Reason (MED_Transfer_Reason__c) field on both the Interaction object and the Request object automatically clears after each use. The history of the selected transfer reason for each escalation is available in the Ownership Tracking related list.