How to escalate an action

The Escalate action feature lets you escalate an action when it needs additional attention or support. Select Escalate action, choose the appropriate person and provide any relevant details or comments.

• Key features

  • Any action in the system can be escalated to one or more users.
  • The system automatically sends an email notification when an action is escalated.
  • Escalated actions are clearly highlighted and easy to filter.
  • You can see when an action was escalated and, once it is resolved, view the resolution details as well.

Escalate an action to users

• Choose who to escalate to

  Open the action and click Escalate action. You see a suggested list of users who may be relevant to the escalation, such as the project owner, internal team members or the action’s responsible persons. You can also select any user who is not currently part of the project in the Search person field. You can add multiple users.

  

• View the escalation details

  Once an action has been escalated, you can view the escalation details directly in the action. The user receives an automatic email notification with a live link to the action. The user the action was escalated to also sees it on their My Dashboard page.

  

  

  

• Find escalated actions

  Use the available filters to easily find escalated actions. The person the action was escalated to is also clearly highlighted in the action.

  

  

• Resolve the escalation

  Once the issue has been resolved, click Resolve escalation. The escalation details are then available in the History, including who escalated the action and when.

  

  

Escalate an action with a template

• Choose an escalation template

  Choose from the predefined Escalation Templates that your administrator has configured in the system. The action is then escalated to the person(s) defined in the template. If there are several escalation levels, you can escalate to the next level.

• Follow up in Problem Escalation

  Please note that escalating an action with a template is available only if the Problem Escalation module is enabled. Escalating with a template automatically creates a document in the Problem Escalation module. The two documents are linked, and the escalation can be closed either directly from the action or from the Problem Escalation document itself.

  

  

  

  

  

Escalate an action from a metric

• Add an action to the metric

  Go to your metric, add an action and start the escalation process following the same steps as above.

  

• Notify by location with a user group

  Your administrator can also predefine a user group based on location. The appropriate person for the specific location is then notified when an escalation occurs.