I have created a complaint(case) handling workflow which is working fine in CRM 7.1. in order to put some management controls around how long it is taking to resolve complaints I want to set up some escalation rules using the inbuilt SLA function. I've created my calendar and I've created my SLA timings. The final piece I need to do is add the rules. This requires me to know the specific action number in the workflow, so how do I identify this in the workflow? does it just directly relate to my stages? I have a number of stages for which I will want to add rules so would rather have a way of finding this out and get it right first time than guess and change. Can anyone shed any light on this?