Escalations
Stores escalation request and resolution tracking records. This table supports service-level issue prioritization and response accountability.
Columns
| Name | Type | ReadOnly | Description |
| Acl_Team_Names | String | True |
The list of team names that are associated with this escalation. These names determine which teams have visibility and collaboration access. |
| Acl_Team_Set_Id | String | False |
The unique identifier (Id) of the team set that is assigned to this escalation. The team set controls full access permissions across multiple teams. |
| Assigned_User_Id | String | False |
The Id of the user who is assigned responsibility for monitoring and resolving this escalation. This user is generally expected to take action or follow up. |
| Assigned_User_Name | String | True |
The display name of the user who is assigned responsibility for this escalation. This value is used for UI display and reporting contexts. |
| Commentlog | String | True |
The history of comments and discussion notes that are entered for this escalation. This log provides context for actions taken and decisions made. |
| Created_By | String | True |
The unique Id of the user who created this escalation record. This field supports audit tracking and record origin analysis. |
| Created_By_Name | String | True |
The display name of the user who created this escalation record. This value is shown in record headers and administrative review screens. |
| Date_Entered | Datetime | True |
The date and time when this escalation record was created. This timestamp is used for audit tracking and workflow timeline analysis. |
| Date_Modified | Datetime | True |
The date and time when this escalation record was last updated. This timestamp supports version control and historical review. |
| Deleted | Bool | False |
A Boolean field that returns a value of 'true' when this escalation record is marked as deleted in SugarCRM. It returns a value of 'false' when the record is active. |
| Description | String | False |
A detailed narrative that explains the context, purpose, or background of the escalation. This field often contains operational details useful for triage. |
| Escalation_Number | Int | False |
A sequential number that visually identifies this escalation. This number is commonly used in reports and user interfaces for quick reference. |
| Following | Bool | False |
A Boolean field that returns a value of 'true' when the current user is following this escalation. It returns a value of 'false' when the record is not being followed. |
| Id [KEY] | String | True |
The unique Id for this escalation record. The system uses this Id to reference and manage the record internally. |
| Locked_Fields | String | True |
The list of fields that are locked for editing on this escalation record. Locked fields protect data that should not be altered after submission. |
| Modified_By_Name | String | True |
The display name of the user who last modified this escalation record. This value helps identify recent changes. |
| Modified_User_Id | String | True |
The Id of the user who most recently updated this escalation record. This field supports change traceability. |
| My_Favorite | Bool | False |
A Boolean field that returns a value of 'true' when the escalation has been marked as a favorite by the current user. It returns a value of 'false' when it is not favorited. |
| Name | String | False |
The display name or title of this escalation. This value is used to identify the escalation in search results, dashboards, and list views. |
| Parent_Id | String | False |
The unique Id of the parent record that is associated with this escalation. The parent record provides the business context for the escalation. |
| Parent_Name | String | False |
The display name of the parent record that is associated with this escalation. This value is used in user interface displays. |
| Parent_Type | String | False |
The type of SugarCRM object that the escalation is associated with (for example, 'Account', 'Case', or 'Opportunity'). |
| Reason | String | False |
The stated reason for the escalation. This value describes the triggering circumstance or concern that required escalation. |
| Source | String | False |
The origin point or source system that generated or triggered the escalation. This value helps track escalation flow across channels or modules. |
| Status | String | False |
The current status of the escalation (for example, 'Open', 'In Progress', or 'Resolved'). This value reflects workflow progress. |
| Sync_Key | String | True |
The synchronization key that is used to align this escalation record with external systems or integration pipelines. This key supports cross-system record matching. |
| Tag | String | False |
The tags that are associated with this escalation record. Tags enhance searching, categorization, and grouping. |
| Team_Count | String | False |
The number of teams that are associated with this escalation. This value assists in understanding access scope. |
| Team_Id | String | False |
The unique Id of the primary team that is associated with this escalation. The primary team helps determine the default visibility context. |
| Team_Name | String | False |
The display name of the primary team that is associated with this escalation. This value is shown in UI lists and assignment fields. |
| Team_Set_Id | String | False |
The Id of the full team set that is associated with this escalation. The team set defines all teams that can view or edit the record. |