---
title: "Configuring Manual Escalations"
slug: "configuring-manual-escalations"
updated: 2026-02-25T02:37:26Z
published: 2026-02-25T02:37:26Z
canonical: "help.symphonysummitai.com/configuring-manual-escalations"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Configuring Manual Escalations

## Configuring Manual Escalations

You can configure options to allow End Users to manually escalate Incidents, Service Requests (SRs), or Change Records (CRs), The End Users can manually escalate the Incident, SR, and CR after the configured time period is elapsed.

#### To configure Manual Escalations:

1. Navigate to **Admin** > **Productivity** > **Escalations** > **Manual Escalation**.
2. On the **Manual Escalation** page, click **Add New** icon on the right action panel.
3. Select the Tenant and the module from the **Modules** list and click **Submit**
4. A list of configured escalations appears. To configure a new one, click **Add New** from right action panel. A new Manual Escalation page appears for the selected module for the selected Tenant.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-M94L70PP.png)

Figure: Manual Escalation page

##### Field Description

The following table describes the fields on the **Manual Escalation** page:

| **Field** | **Description** |
| --- | --- |
| **DETAILS** |
| Modules | Select the module from the list. |
| Workgroup Name | Select the Workgroup name from the list. |
| Priority | Select the Priority from the list. |
| Escalation Levels | Type in a number to configure the number of Escalation Levels. For each Escalation Level, specify the Days, Hours, and Minutes after which the escalation should be triggered and also the mail ids (Mail To and Mail CC) to whom e-mails should be sent intimating the escalation. |
| Active | Indicates the status set for the Manual Escalation. - If selected, the End Users can manually escalate Incidents, SRs, and CRs as per the configuration. - If not selected, the Manual Escalation is inactive and is not available to the End Users. |

This section explains all the icons displayed on the right action panel of the **Manual Escalation** page.

**Show List**

Click **Show List** to display the Manual Escalations configured. On clicking **Show List**, the **Filters** pop-up page is displayed. Select a module from the **Modules** list and click **Submit**. All the Manual Escalations configured for the selected module and Tenant are displayed.

![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-845WVBNS.png)

Figure: Manual Escalation List page

To edit a Manual Escalation configuration, click the name of the Workgroup. Make appropriate changes and click **Submit**.

- To display the inactive Manual Escalations, click the **Include Inactive** check box.

Click **Filters** to display all the Manual Escalations configured for a specific module. On the **Filters** pop-up page, select the module name from the **Modules** list. Click **Submit**. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-8JF99RBD.png) Figure: Filters pop-up page