Escalations

Escalations allow organizations to automatically notify additional stakeholders when learners do not complete assigned courses within the defined timeline. By adding recipients to reminder emails, escalations help ensure visibility and timely follow-up for overdue or compliance-critical training.

This feature is available on Premium plans and is typically used for courses that require managerial or administrative oversight.

Follow these steps to access and manage Escalations:

1. Click the Profile icon.
2. Select Account Settings.
3. Navigate to Litmos Features.
4. Select Escalations.
5. Click Add Rule.
6. Enter a rule name, and select how the rule should be applied. Each escalation can include an unlimited number of rules.

Escalation Behavior

• Learners receive reminder emails according to the course reminder configuration.
• An escalation rule determines after which reminder additional recipients are included.
• Once the escalation threshold is met, all subsequent reminders include the escalation recipients.
• Example:
  • A course has three reminder emails configured.
  • An escalation rule is set to trigger on Reminder 2:
    • Reminder 1: Sent only to the learner
    • Reminder 2 and Reminder 3: Sent to the learner and CC’d escalation recipient(s)

Escalation Recipient Options

Use the Recipient drop-down to specify who should be copied (CC’d) on escalation emails. The following options are available:

• Specific User Email - Enter an email address to be copied on escalation emails. This can be an individual email address or a group alias that distributes the email to multiple recipients.
• User Profile Field - Select a custom field from the user profile that contains an email address (for example, a manager’s email). For this option to work correctly, the selected profile field must contain a valid email address.
• Administrators - Sends escalation emails to all Administrators in the system.
• Manager - Sends escalation emails to the learner’s assigned manager.

Applying an Escalation Rule to a Course

After escalation rules are created, they must be applied at the course level for escalations to take effect.

Course Requirements

• To enable escalations, the course must meet the following criteria:
• Due Date–Based Courses
  • A Due Date is set
  • Automatic Email Reminder is enabled
  • A Reminder Email is configured
• Compliance-Based Courses
  • Automatic Retake is enabled
  • A Reminder Email is configured

Enable Escalations

Once the required course settings are configured:

1. Open the course Settings.
2. Select Enable Escalations.
3. Choose the appropriate Escalation Rule.
4. Save the course settings.

Notes:

• Account Owners can create escalation rules and apply them to courses.
• Administrators can apply escalation rules to courses but cannot create or edit rules.
• Team Leaders do not have access to escalation functionality.

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