Portal User Guide › Using Tickets and the Inbox › General Approval Ticket Operations › Escalate

Escalate

This function lets you transfer the selected ticket to a more senior manager. Once you have transferred the selected ticket to the new ticket owner, the original ticket is archived and will no longer appear in your list of active tickets. Only the current ticket owner can escalate a ticket.

When a ticket is escalated, a new ticket is generated with the new owner listed in the Owner field and the manager who escalated the ticket(s) is listed in the Previous Owner field.

A comment is generated stating that the ticket has been Escalated to [current owner]. This comment appears in both the old ticket and in the new ticket.

When viewed in the original ticket owner's Archive screen (Inbox, Archived Tickets) the old ticket and the new ticket create a hierarchal tree in which the original ticket (the Status is set to Escalated) is the root ticket and the new ticket is the next node.

When the escalated ticket is viewed in the Approval Process owner's Inbox (when applicable), the old ticket and the new ticket create a new sub-tree within the original Approval Process tree, in which the original ticket (Status is set to Escalated) is the parent ticket.

If the ticket that you chose to transfer is a parent ticket, having other tickets located below it in the specific Approval Process ticket tree, then the complete sub-tree will now be listed in the new owner's Inbox.

If you choose to escalate an Approval Process root ticket, the whole tree will now be visible in the new owner's Inbox.

To escalate a ticket, you have to select a user from the list of appropriate users.

The Find Escalate Users screen is divided into two sections:

The filter

Located in the window's header. The filter lets you narrow down the list of proposed approvers.

The proposed users

This table presents a pre-filtered list of users who can receive the escalated approval task(s). This list can be filtered to aid in finding a specific user.

The names listed in the proposed users list are governed by several default property filters of the type:

tms.escalate.filter

To escalate a ticket

1. Click Escalate in the ticket's Ticket Properties Form.

   The Find Escalate Users screen opens.

2. Select a name from the list. You can use the filter option to reduce the number of records listed in the table.
3. Click OK.

   The Executing bar appears. The original ticket is archived and its status is set to Escalated. A new ticket is generated. The ticket appears in the target user's Inbox.

More information:

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CA RCM Properties