# Configuring Issue Escalation (QMS)

Using the QMS Issue Escalation & Notification feature, organizations have a method of recording issues that surface through _Quality Events_ and relating those issues back to the originating event. You can then escalate such issues to management for awareness and triage towards closure. All notifications sent to management using the _Send Issue Escalation_ action provided by this feature have traceability in Vault audit trails and the _Issue Escalation Notification_ object, providing a receipt of who was contacted. To add issue escalation for use in an existing Vault, you must configure several components.

## Configuration Overview

Complete the following configuration steps to take full advantage of issue escalation in your Vault:

  * Define the _Source_, _Type_, _Sub-Type_, and _Notification Purpose_ [picklists][1]
  * Configure the _Issue Escalation_ [object page layout][2]
  * Configure the _Issue Escalation_ [_Lifecycle_][3]
  * Configure a [review workflow][4]
  * Configure [Quality Teams][5] for the _Issue Escalation_ object

## Define Issue Escalation Picklists {#define-issue-escalation-picklists}

Several _Issue Escalation_ fields utilize picklists to constrain choices in data entry. At minimum, you must define values for the _Notification Purpose_ picklist.

The _Notification Purpose_ picklist is used by the notification [entry action and user action][3]. The purposes in this picklist are included in the _Issue Escalation Notification_ records and the audit trail.

## Issue Escalation Object Page Layout {#issue-escalation-object-page-layout}

Navigate to **Admin** > **Configuration** > **Objects** > **Issue Escalation** > **Page Layouts** and configure the _Issue Escalation_ <a href="/en/gr/26387/">object page layout</a> to fit your needs. At minimum, you should add related object sections for _Issue Escalation Notifications_ and related _Quality Events_. You can also add related impacted object sections such as _Countries_, _Products_, and _Organizations_. If you intend to use _Quality Teams_ for _Issue Escalations_, add its section as well.

## Issue Escalation Object Lifecycle Configuration {#issue-escalation-object-lifecycle-configuration}

If you intend to have _Issue Escalation Notifications_ sent automatically as the _Issue Escalation_ moves through its lifecycle, you must configure the notification automation to trigger on a lifecycle state change. Add the **Send Issue Escalation Notification** entry action to the _Issue Escalation_ _Lifecycle_ state that you wish to trigger the notification. This entry action has the following options:

  * **Notification Purpose**: Select a purpose value to include on _Issue Escalation Notification_ records and the audit trail.
  * **Message Template**: Select an object message template to send to recipients. These are <a href="/en/gr/2157/">object message templates</a> and can be modified to suit your needs.
  * **Recipients**: Select the roles that will receive the notification.
  * **Recipient Display**: This field defines how the recipient is displayed in the _Issue Escalation Notification_ record and utilizes tokens. Valid tokens utilize the following convention: `${qms_issue_esc_recipient.[field_name]}` where `[field_name]` are the field names on the _User_ object.  Both standard and custom text fields on the _User_ object are supported.  Any non-token text is displayed as-is. For example, entering `${qms_issue_esc_recipient.name__v} - ${qms_issue_esc_recipient.title__sys}` in the **Recipient Display** field will display the recipient user's name and title, separated by a dash.

### Send Issue Escalation Notification User Action

If you intend to have users manually send notifications in your _Issue Escalation_ process, add the **Send Issue Escalation Notification** user action to the appropriate state in the _Issue Escalation Lifecycle_. This user action has the same options as entry action, but you can also define the _Action Label_ as normal for user actions.

## Issue Escalation Review Workflow Configuration {#issue-escalation-review-workflow-configuration}

If you want to include a review workflow as part of your issue escalation process, you must <a href="/en/gr/33550/">create and configure one</a> per your processes. In your workflow, ensure that review of the _Issue Escalation_ record is complete prior to triggering _Issue Escalation Notification_ record creation.

## Quality Teams for Issue Escalation {#quality-teams-for-issue-escalation}

While you can create custom user fields to define roles, it is recommended that you configure <a href="/en/gr/54508/">Quality Teams</a> to define role assignments.

 [1]: #define-issue-escalation-picklists
 [2]: #issue-escalation-object-page-layout
 [3]: #issue-escalation-object-lifecycle-configuration
 [4]: #issue-escalation-review-workflow-configuration
 [5]: #quality-teams-for-issue-escalation