Choosing what gets escalated and chased automatically

What you'll end up with: rules that tell the right person, in the bell and by email, when a compliance duty runs overdue, when a contractor is late with a job, or when an emergency is reported, and the due dates new work orders get from their priority.

Before you start you need: your colleagues on SynkroTech with their roles (see Adding colleagues and giving them a login), and who in your office should hear about what.

Without these rules, an overdue duty sits with its owner and nobody above them hears of it, and a contractor who never books a visit is not noticed until a resident complains.

1. Press Settings, then Organisation Settings.
2. Press Chasing and Escalation in the list on the left, under Operations.
3. Under Escalation, turn on Escalate Overdue Duties.
4. Set Days Overdue Before Escalation: how long past its due date before somebody above the owner is told.
5. Turn on Line Manager First if the duty's owner's own manager should hear first. Then choose who is told when the owner has no line manager, in Escalate To: Everybody Holding a Role, or A Named Person.
6. Under Chasing, set Late Work Orders: Days to Accept, Days to Book and Days to Complete After the Visit. Remind Staff tells the work order's Assigned To (or the building's manager) when a firm is late.
7. Turn on Chase the Contractor if the firm should get a reminder on the job in SynkroTech Trade.
8. Check Due By Priority: how long a new work order has, by priority (Emergency in hours, Urgent and Routine in days).
9. Under Alerts, name the On Call person, who is told of every emergency at once, and the Minutes Before an Emergency Escalates if nobody presses Confirm Seen.
10. Press Save Changes.

You'll know it worked when: the changes are saved, and from the next day an overdue duty past your limit shows in the bell of whoever you chose, with a note on the duty of who was told and when ("Escalated to Marise Vellenby, 3 Oct"). Every change to these settings is filed on the Decision Record.

If something's wrong:

• "Days Overdue Before Escalation must be a whole number from 1 to 90. Nothing was saved." Type a whole number of days in that range. The other boxes have their own ranges and say so the same way.
• Nobody is told of an escalation. Check Escalate To: if it names a role, someone must hold that role; if it names a person, they must still be active.
• Save Changes stays greyed. Nothing has changed since the last save. Discard puts back what was saved.