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BMC ProactiveNet Performance Management

The process of referring a problem up the chain of command.

BMC Remedy AR System and BMC Remedy ITSM

A workflow component that searches at specified times or at regular intervals for requests that match a specified condition, and then performs specified operations on all matching requests. Escalations are generally used to find records that have exceeded agreed business rules or processes and to take appropriate action. Escalations run on the BMC Remedy AR System server. For example, escalations for BMC Remedy Approval Server requests are set relative to approval process actions and states.