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Escalating Service Requests

You can escalate a service request so that it stands out as an urgent matter.

To escalate a service request

  1. On the Service Request List page, click in the Status field of the Service Request you want to escalate.
  2. Select Open-Escalated from the drop-down list in the field.
  3. Click the green check mark icon in the Status field to save the change.

Your company policy determines what actions are taken when a service request is escalated. For example, your company administrator might define a workflow rule that sends an email or generates a task when a service request is escalated.

You can create a filtered list to show all escalated service requests to which you have access.

Published 5/4/2012 Copyright © 2005, 2012, Oracle. All rights reserved. Legal Notices.