Manage Escalation

Escalation in problem management is crucial for ensuring the timely resolution of critical issues and minimizing their impact on organizational operations. By escalating problems to higher levels of expertise or authority, teams can access specialized knowledge and resources needed to address complex or urgent issues effectively. Managing the Escalation in problem management enable the stakeholders to be aware of the progress of the PRs. 

View

You can view the list of configured Escalation for Problem Records using the following options:

• Filters
• Search
• Edit

To view the list of configured Escalation, perform the following steps:

1. Navigate to Design Studio > Select Module > Problem > Configurations > Others > Escalation.
   The Escalation list page is displayed. 
   Figure: List page
   
   
2. The above page displays the list of configured Escalation for the Problem Records. A specific Escalation list can be viewed based on applied filters or search criteria.

Filters

You have the provision to apply filters on all of the columns or an individual column. This functionality allows you to control the exclusion or inclusion of specific data as per your requirement. You can now focus on relevant data and quickly identify the information required, leading to improved data organization and clarity.

You can apply the individual filters on all the columns. Also, you can arrange the rows in ascending order or descending order.

To apply filters on all the columns as well as on individual columns, perform the following steps:

1. On the Escalation list page, click the Filters icon on the top left corner just above the list of forms.
   Figure: Filters 
   
   
2. Specify the filter criteria based on your requirements. Select the Match All or Match Any option from the list to filter the data based on the condition selected. The Match All option is selected, by default.
3. Select the option to compare the data based on the conditions. Available options are as follows:
   • Starts With
   • Contains
   • Not contains
   • Ends with
   • Equals
   • Not equals
4. You can click Clear to clear the configured filter and click Apply to set the filter condition.
   
   

Search

The Search function enables you to search the configured Escalation. You can click the search icon and type the Escalation that you want to search.
Figure: Search Escalation

The application displays the result in the result section for the typed Escalation. Click X (close icon) to clear the searched criteria entered.

Edit

The edit Escalation enables you to edit configured Escalation details based on the requirement.

To edit Reviewer details, perform the following steps:

1. Navigate to Design Studio and select Problem from the module.
   
   
2. Navigate to Configurations > Others > Escalation. The list of configured Escalation is displayed.
   Figure: Escalation
   
   
3.  Click the Escalation ID hyperlink to view the configured details.
   
   
4.  Edit the required details of the form click Save and then click Submit after the Summary tab to save the modified changes.