I’m having an issue with incident escalation workflows in TrackWise 9.0 where the escalation rules aren’t triggering correctly based on severity field values. We have a workflow configured to escalate high-severity incidents to the quality director within 2 hours if not acknowledged, but the escalation isn’t happening.
The severity field is a dropdown with values: Low, Medium, High, Critical. The workflow condition is supposed to check if severity equals “High” or “Critical” and incident status is “Open” for more than 2 hours. However, incidents meeting these criteria aren’t escalating.
I’ve verified the field mapping in the workflow rule configuration and the condition logic appears correct. The escalation target group assignment is also configured properly. But something in how the severity values are being evaluated must be wrong because the condition never evaluates true even when I can see high-severity incidents sitting open for 4+ hours.
Has anyone encountered issues with dropdown field value comparisons in workflow conditions? Is there a specific syntax or field reference format required for evaluating picklist values in escalation rules?
I’m using the workflow rule editor in the admin console, not custom AML. The condition field just has “severity = ‘High’ OR severity = ‘Critical’”. Maybe that’s the problem?
Also verify the exact field reference path in your condition. For dropdown fields in incident records, you might need to use the full object path like incident.severity.value or incident.severity.id depending on your data model. The condition syntax is case-sensitive and space-sensitive. Even an extra space in the field reference will cause the condition to fail silently.
You need to use the full field reference path in workflow conditions. For a field on the incident object, it should be ${incident.severity} if you’re using expression syntax, or INCIDENT.SEVERITY if using SQL-style references. The exact syntax depends on whether you’re in an AML workflow rule or XML-based workflow configuration. Can you share what workflow editor you’re using?
I checked and the field is definitely storing text values, not IDs. The field is configured as a string type dropdown. But I’m not sure about the field reference path - I’m using “severity” in the condition. Should it be something more specific?
Check whether your severity field is storing the display value or an internal ID. TrackWise dropdown fields often store numeric IDs rather than the text values you see in the UI. If your workflow condition is comparing against “High” but the field actually contains “3”, the condition will never match. You need to compare against the stored value, not the display label.