Project Lifecycle and Processes › How to Work with the Issue Review and Escalation Process

How to Work with the Issue Review and Escalation Process

The Issue Review and Escalation process is designed to take high-priority project issues through a review and escalation workflow. To start the process for an existing issue, open the issue, and start the process using the Processes menu.

For more information, see the Project Management User Guide.

The following tasks are involved in escalating an issue:

1. The project manager verifies that the Project Management Office and Business Owner stakeholder are defined. With the project open, review these fields from the Stakeholder section of the general properties page.
2. With the project open, a team member creates an issue and sets the Priority field to "High."

   The Issue Review and Escalation process starts. An action item is sent to the project manager to review the issue.

3. The project manager reviews the issue and selects one of the following options for the action item:
   • Rejected. An action item is sent to the issue owner to resubmit the issue for review.
   • Resolved. An action item is sent to the business owner to sign off on the resolution of the issue.
4. The business owner selects one of the following options for the action item:
   • Approved. The status of the issue is set to "Resolved." An action item is sent to the issue owner and project manager that the issue has been resolved.
   • Rejected. An action item is sent to the issue owner to update the resolution. The process is restarted when the issue owner changes the status of the action item to "Done."