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  • 1.  Escalation with Multiple Escalation Points

    Posted 10-31-2022 15:50
    Hello!
    I created an escalation to send an email when a contract renewal date is 30, 60 or 90 days away.
    I have 3 Escalation Points, one for when the renewaldate is -90 days, one for -60 days and one for -30 days.  The only problem is when a contract has an expiration date of 20 days, I am receiving 3 emails, one from each escalation point.  A contract with 80 days is only sending 1 email.
    Is there another way to filter when the emails run?

    I'm using the instructions from the following article:  https://maximosecrets.com/2021/12/17/escalations%EF%BF%BC/

    #MaximoApplicationSuite

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    Shannon Stommel
    Insteel
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  • 2.  RE: Escalation with Multiple Escalation Points

    Posted 11-01-2022 09:00
    You'll need to add additional logic to the escalation points to filter out the 90 and 60 day escalation points when the contract expiration is significantly less than the current date.

    For example, right now the 90 days is determining if renewaldate < sysdate+90 for example. What you could do is in the escalation point is add an additional condition that the renewaldate>sysdate+60. That way that will only send when it's some amount between 90 and 60 days. In the 60, you'd do something similar but check for sysdate+30.

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    Steven Shull
    IBM
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  • 3.  RE: Escalation with Multiple Escalation Points

    Posted 11-01-2022 09:42
    Thank you!
    This does work for the email not being sent 3 times if the contract is in the 90 days, but it looks like once an email is sent once when the contract is in the 90 days it won't send it again when it reaches the 60 days escalation.  Not sure if a flag is set telling the escalation not to send another email on the contract.  I can revise the contract and add a new date in which then does fire another email.
    Is there a way for the email to be sent multiple times when it reaches the 90, 60 and 30 day escalation points if the renewal date does not change?

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    Shannon Stommel
    Insteel
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  • 4.  RE: Escalation with Multiple Escalation Points

    Posted 11-01-2022 09:49
    Edited by Jade Warren 11-01-2022 09:50
    because (I'm guessing) your escalation points are set to "repeat", each time the evaluation occurs and the age is below the threshold, it repeats.  We have an Oracle DB, so in our environment we've solved similar problems by putting an Escalation Point Condition in, something similar to:

    trunc(renewaldate) - trunc(sysdate) = 90 ... that way, the condition will only evaluate to TRUE on THE DAY where it's exactly 90 days out.

    and you'd do the same for the 60 and 30 day points

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    Jade Warren
    Great River Energy
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  • 5.  RE: Escalation with Multiple Escalation Points

    Posted 11-01-2022 09:50
    and you'd do the same for the 60 and 30 day points

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    Jade Warren
    Great River Energy
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  • 6.  RE: Escalation with Multiple Escalation Points

    Posted 11-01-2022 10:52
    When an escalation is set to not repeat each record that gets processed gets recorded in the ESCREPEATTRACK table. That stores the identifier for the record (objectname & ownerid) and the information about the escalation (escalation & refpointid). Each escalation point has a unique refpointid (you can see what each one is in the ESCREFPOINT table) so each escalation point should be able to evaluate once against a record when all the criteria matches. 

    I haven't had a chance to test this but you may want to review your data in the ESCREPEATTRACK table to see if you already had references to the other escalation points for your record.

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    Steven Shull
    IBM
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