Due date of tasks and appointments – escalation

Activities include start and due dates, or specific time frames. They are used in con­nection with the system time to check if activities escalate.

An activity escalates if it has an open status, and the due date or the end date was exceeded. If activities escalate, they are marked in color after the due date exceeds. Escalated activities are displayed under­neath the red escalation bar in the list area of the Entry Portal.

The Beginning and Deadline can be entered freely via the date field or the calendar. In this context, please also note the Addi­tional data tab of some activity forms.

The logic behind the date fields of tasks, appointments and phone calls is optimized so that these types of activities can be easily rescheduled by a few days.

• If an editor changes the start date in update mode, but not the start time, only the end date is recalculated if the due date needs to be adjusted, and the end time is retained.
• If the agent changes the start date and start time, the end time is set to start time + 30 minutes if the due date needs to be adjusted.

When creating activities in the CRM, a default value of 30 minutes is automatically set for the due date.

An activity escalates if it has an open status and the due date or the completion date has passed. When activities escalate, they are highlighted in color after the due date has passed. In the Entry Portal, escalated activities then slide into the list area under the red escalation bar.

At a specified time before the escalation, the agents of the activity - and if the activity has been delegated, also the delegating internal person - are automatically informed via a message. If a team is responsible for the activity, all team members are automatically informed.

The message that an activity escalates is also sent if the activity still has the Delegated status because, for example, it was delegated over and over again, without having been accepted or refu­sed.