Escalations & Notification Formats

Last updated: July 14, 2026

Optimize your communication flows by setting up automated, timed management escalations and customizing the structure of outgoing notification messages.

Setting Up an Escalation Process

L2L uses timed notification triggers on individual user profiles to build a step-by-step escalation chain.

Escalation Example

  • 0 Minutes: Line Lead receives a notification immediately when a "Code Red" dispatch is launched.

  • 30 Minutes: Line Supervisor is notified if the dispatch remains open.

  • 1 Hour: Area Manager is notified.

  • 4 Hours: Plant Manager is notified.

Step-by-Step Escalation Configuration

An administrator with User-Level Administrator privileges must configure this for each user in the escalation chain:

  1. Navigate to Setup > User Notifications.

  2. Find and select the user profile of the first person in the chain (e.g., the Line Supervisor).

  3. Click Add New.

  4. Choose the delivery method and select the Dispatch Type that triggers the escalation (e.g., Code Red).

  5. Set the Time in Minutes to the desired escalation delay (e.g., enter 30 for the Supervisor).

  6. Click Save.

  7. Repeat these steps for each subsequent manager in the escalation path, increasing the Time in Minutes threshold accordingly (e.g., 60 for the Area Manager, 240 for the Plant Manager).

Customizing Notification Formats

Notification Formats allow administrators to control what information is included in outgoing email and text alerts, and how that information is sequenced. These formats apply site-wide and cannot be customized by individual users.

  1. Go to the Setup menu and select Notification Formats.

  2. Choose the Dispatch Type you wish to format.

  3. Select which trigger state you want to customize:

    • Downtime (When a dispatch is opened)

    • Assigned Resources (When a resource is assigned to the dispatch)

    • Completed (When a dispatch is resolved)

  4. Check the boxes for the fields you want to include (e.g., Title, Site in the subject line, or a direct hyperlink to the dispatch).

  5. Drag or select the order of the information fields to sequence them according to your site's needs.

  6. Click Save.

Note on Hyperlinks: Direct links to dispatches are not included in every notification type. By default, they are included in Assigned Resource and Dispatched Resource notifications.

How Dispatch Type Changes Affect Notifications

Notifications trigger based on the initial Dispatch Type at the moment of creation.

  • Example: If Dispatch #3004 is created as a Code Red, and you have Code Red notifications active, you will receive an alert.

  • If a user subsequently edits Dispatch #3004 and changes the Dispatch Type to Code Yellow, notifications do not re-trigger unless you also have a notification rule explicitly configured for Code Yellow.