Escalating a Case

The Escalate function enables you to escalate a case priority.

Use the following procedure to escalate a case.

1.

At the Service Center window, at the toolbar, click Escalate.

The Escalate Case dialog opens and displays the selected case's unique number.

2.

Click the Escalate To drop-down menu to select the user to whom you will escalate the case.

To notify the selected user of the escalation via e-mail, make sure the E-mail Notification checkbox is checked, and type your message into the Message box provided.

3.

Click Escalate to escalate the case or Cancel to exit the dialog without re-escalating the case.

NOTE: A History entry will be created for the Escalation action.