Escalating a Case

A case becomes escalated when:

• It passes the set SLA
• A case manager manually escalates it

Cases that have already been escalated, either manually or by breaching their SLA, can't be escalated again.

Manual Escalations

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

Status and Emails

As with breached target times, a manual escalation will email any users who are members of the "escalation" 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.

Case History

When a case passes its SLA, a private note "Case SLA breached" is added to the case history.

Manually escalating a case adds a private note to the case history which includes the reason and any notes.