Escalate a request

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

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:

In the System Navigator, click Request Fulfillment > Request Queue or Search Requests.

Locate the request record that you want to escalate, and then double-click the record to open it.

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

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

Fill in the Request Manager field.

Click Save.

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

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