Manual Escalation Process

Ray Balmeo Cagayon April 19, 2024

Hi All,

I had created a field (Escalation Path) and it has 3 dropdown values. 

  • Category 1 
  • Category 2
  • Category 3

I had also created an automation in which emails will be sent to stakeholders depending on which category they represent when there is a change of value on the field. 

My problem is, I don't want them to jump directly from Category 2 without going to Category 1 first and from Category 3 without going to Category 2. In this way, higher tier will not be bombarded by emails if these can be solved by lower category tiers.

 

 

 

 

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Dexter de Vera
Community Leader
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April 19, 2024

Hi @Ray Balmeo Cagayon ,

This cannot be done in automation. For workaround you may update your workflow and add stage/status for escalation level.  So they can escalate to next level by transitioning the status.

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