Escalation is a site-level setting that is disabled by default.
If your site(s) do not support Escalation, this search option will still be available, but serves no purpose.
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Escalation is a site-level setting that is disabled by default. If your site(s) do not support Escalation, this search option will still be available, but serves no purpose. |
1. Select the Escalation checkbox.
2. In the Escalation Levels field, you can select any or all of the severity levels — 1, 2, or 3. By default, a search looks for requests regardless of escalation.
3. You can also specify one or more of the Escalation Reason choices.
4. Escalation Levels and Escalation Reason can be used independently of each other. You can search for a level without specifying a reason and vice-versa.
To find only requests that have NOT been escalated, select the Non-Escalation checkbox.
The Escalation Parameters search fields are hidden by default. You must Show All Search Criteria to see them.
