Escalations are a way to include people such as a Manager, Administrator, or other User on Learners' reminder email notifications to notify them that a Course is approaching or has passed a Due Date or Compliance Date. 

NOTE: Escalations are part of the Litmos Persist feature. If the Persist feature tile is not available within Litmos Features, please reach out to your Litmos customer success manager.  

Setting Up an Escalation Rule 

• As an Account Owner, navigate to Account Settings > Litmos Features > Escalations 

NOTE: Follow the steps below before checking the ‘Enable Escalations’ box.  

•  To create a new escalation rule, select "Add Rule"

• Rule 1 is shown as a default.  Enter the number of the email and who to copy on those emails.  (explained below). 

• Select ‘Add More’ to add more rules 

• Select Save 

Each Escalation can have an unlimited number of rules. Each rule contains: 

• Number field: This is the number of the email you want the person in the rule to begin to be cc’ed on the Compliance and Due Date emails. 

For example, if a Learner will receive 3 email notifications and there is a rule to email lenny@litmos.com on email 2, the emails sent will be sent to: 

• • 1st email: Learner 

• • 2nd email: Learner and lenny@litmos.com as cc 

• • 3rd email: Learner and lenny@litmos.com as cc 

User Dropdown: 

• Specific User Email: Specify an email address to cc on the emails. Use this field to cc an individual or send an email to an alias that will be sent to a group of people. 

• User Profile Field: Select a custom field from the user's profile. Use this field to define a specific email for a user that these notifications should be escalated to, such as their manager. For this field to work properly in this manner, a valid email address will need to be used in the user's profile. 

• Administrators: All Administrators in the system will be cc'ed on the emails. 

• Manager: The Learner's Manager is cc'd on the emails 

Applying an Escalation Rule to a Course 

Once the escalation rules have been created, they can be applied to any Course from the Course's settings. To enable escalations for the Course, the following must be true: 

Due Dates 

• A Due Date has been set 

• Automatic Email Reminder has been set 

• Reminder Email has been set 

Compliance 

• Automatic Retake has been set 

• Reminder Email has been set 

Once the above has been configured for a Course, check the "Enable Escalations" box in Account Settings and choose the Escalation rule to apply to the course. 

NOTE: Although Account Owners are the only access role that can create Escalation Rules, both Administrators and Account Owners can set Escalations on a Course. This feature is not available to Team Leaders.