Escalating a Case

A case manager can manually escalate a case at any time. Cases that have already been escalated, either manually or by breaching their completion target, can't be escalated again.

Before escalating a case a case manager must select a reason. Possible reasons are set in the case configuration and can be picked from a drop-down field.

As with breached target times, an email will be sent to any escalation users who are members of the group set in the case configuration. This email uses the "Escalate case" template.

Escalated cases are highlighted in the task lists of the Self Service template and have a status of "escalated" when being worked on.

Manually escalating a case adds a private note to the case history.