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Auto Escalation and Tracking

Automates escalation email workflow and follow-up from NetSuite transactions with role-specific actions and status tracking.

  • SKU :PDNSAET01
  • Last Update :August 2025
  • Published :26 Aug 2025
  • Support for :NetSuite
  • Implementation time :2 Business Days

Auto Escalation and Tracking

Overview

Escalation Management and Follow-Up Automation

Allows users to initiate escalation records from key transactions and sends automatic emails with follow-ups. It tracks escalation status, ensures role-specific handling, and automates follow-up email reminders, improving accountability and communication.

Features

Escalation Workflow and Follow-Up

Enables escalation creation, approval email dispatch, follow-up automation, and real-time status updates in NetSuite.
Transaction-Based Escalation Initiation

Escalation can be triggered from specific transactions with prefilled contextual data.

Email Dispatch with Role-Based Control

Sends escalation emails only to intended recipients with CC/BCC, based on record fields.

Follow-Up Email Automation

Scheduled follow-up emails are sent until escalation is marked complete.

UI Flexibility & Locking

Adds custom buttons and locks the escalation record once sent to prevent edits.

Conditions Apply

Prerequisites for Use

  • Required permissions and configuration need to be set up.
  • Recipient roles must be defined.
  • Escalation cannot be re-sent once marked complete.
  • Email templates must exist.
Benefits

Key Benefits

Automates escalation handling and follow-up, improving communication and resolution speed.
Improved Escalation Management
  • Automated escalation from transactions.
  • Email-based workflow and status tracking.
Reduced Manual Follow-Ups
  • Eliminates need for manual tracking
  • Sends reminders automatically.
Role-Based Email Workflow
  • Ensures escalation reach the right recipients.
  • Tracks user actions on escalation.
Audit-Ready Design
  • Complete email audit trail ensures accountability by logging all sent emails, including timestamps and recipients.
  • Centralized escalation tracking monitors the full lifecycle of escalation in a structured manner.
  • Improved response time helps teams identify bottlenecks and respond faster through visibility into escalation stages.
FAQ

Frequently Asked Questions

From which transactions can escalation be triggered?

Escalation can be created from Purchase Orders, Vendor Bills, Credit Memos, and Vendor Prepayments.

Can escalations be edited after email is sent?

No. Once the email is sent, the record is locked unless reopened by Admin.

Can different users see the "Complete Escalation" button?

Yes, the recipient or CC/BCC users of the escalation email will see the “Complete Escalation” button.

What happens if users missed an escalation?

Follow-up reminders are sent to escalation that are overdue and still incomplete. 

Is there a dashboard for viewing all escalations?

A report view can be customized to track escalation by status, recipient, and age.