Configuring Issue Escalation (QMS)

Using the QMS feature Issue Escalation & Notification, 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 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. The purposes in this picklist are included in the Issue Escalation Notification records and the audit trail.

Issue Escalation Object Page Layout

Navigate to Admin > Configuration > Objects > Issue Escalation > Page Layouts and configure the Issue Escalation object page layout 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

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 object message templates 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

If you want to include a review workflow as part of your issue escalation process, you must create and configure one 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

While you can create custom user fields to define roles, it is recommended that you configure Quality Teams to define role assignments.