Work Request Escalation Explanation

This document has been verified against v24.1 functionality and may be different in later versions.

Calculated Fields

1. Date to perform is calculated based on the earliest of all scheduled work on the request. This includes:
   1. Scheduled Craftspeople (wrcf)
   2. Scheduled Trades (wrtr)
   3. Schedule Tools (wrtl)
   4. Updating Date to perform: If you wish to update the date to perform, you just need to change the date scheduled for the work assignments.
      1. ARCHIBUS recalculates this once daily, so you will need to wait up to 24 hours to see the change.
      2. Note: This also means that if you manually update date to perform it will revert back to the calculated value. In earlier version of ARCHIBUS there was an application setting to turn this off but not in v24.1
      3. Date to perform is independent from escalations
2. Work request priority determines the SLA it falls under
   1. Priority in the work request can only be changed at two times. 1
      1. When the requestor submits the request (if it is enabled that they are allowed to) or
      2. During the Edit and Approve step of the workflow.
   2. Changing priority: If you change the priority later in the workflow you may kick the request back to the beginning of the new workflow.
      1. Out of the box the escalation is still based on the original date requested and not the date the request started the new workflow. If you wish for it to be based on when the new workflow started this must be changed in your application configurations: https://www.archibus.net/ai/abizfiles/v24.1_help/archibus_help/system/sysman.htm#bus_logic/customize_wfr_for_sla_request_params.htm
3. Date Escalation for Response Occurs
   1. This is determined by the SLA (number of days to respond) and is the number of days allowed to respond to (approve) a request before an escalation goes out. This is calculated based on date requested.
   2. An escalation will only occur if for the SLA for the request there is an escalation for response set
4. Date Escalation for Completion Occurs
   1. This is determined by the SLA (number of days to complete) and is the number of days allowed to complete a request before an escalation goes out. This is calculated based on date requested.
   2. An escalation will only occur if for the SLA for the request there is an escalation for completion set

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