Escalate a request

Security Roles: Request Coordinator, Request Analyst

After the Logging phase, you can perform hierarchical escalation in a request record. After the request is flagged as "Escalated," the system notifies the specified escalation manager.

To escalate a request, follow these steps:

  1. In the System Navigator, click Request Fulfillment > Request Queue or Search Requests.
  2. Locate the request record that you want to escalate, and then double-click the record to open it.

  3. Select the Escalated check box. The Request Manager field is displayed.

    Note The Escalated check box is not available in the Logging phase.

  4. Fill in the Request Manager field.

  5. Click Save.

The request is now escalated and the request manager will receive a notification.

Related topics

Request Fulfillment workflows and user tasks

Example: Search for a record

Related topics

Create a new request record