4.3.2.1.1 Escalating the Case

This section describes how to escalate the cases when user cannot decide whether to recommend blocking or releasing the case.

To escalate the case, follow these steps:

1. If the configuration in the administration page is selected as Case-level disposition only, then:
   1. Review the events.

      Note:

      Reviewing all events are mandatory only when new user is mapped to new user group.
   2. Select Escalate from the Case Decision pane.
   3. Select Reason from the drop-down list.
   4. Update the Due Date by entering a date into the text box or by selecting a date from the calendar.

      Note:

      This field is optional.
   5. From the Select Assignee drop-down list, select Supervisor user that you want to assign the case.
   6. (Optional) Enter the Comments to explain your analysis.

      Also, you can provide your comment as a running comment by clicking on the tick mark next to the Comments field. After saving the comment, the comment is displayed below in the comment history section (this section contains all the comments provided for that case).

      You can delete the comments from history by clicking the delete icon next to the comment.

   7. Click Drag and Drop. Select the required file and click Open to upload the supportive documents.

      Note:

      This field is optional.
   8. Click Submit. The submission happens, the case status will be changed to Escalated, and the user will be navigated to the Case List page.

      Note:

      If you click Submit and Next, the case status will be Escalated, and the user will be navigated to the next case details for action for the logged in user.
2. If the configuration in the administration page is selected as Event-level disposition required before case decision, then:
   1. On the Case Summary Page, click Escalate. The Escalate Case pane is displayed.
   2. Select Reason from the drop-down list.
   3. Update the Due Date by entering a date into the text box or by selecting a date from the calendar.

      Note:

      This field is optional.
   4. From the Select Assignee drop-down list, select Supervisor user that you want to assign the case.
   5. Enter the Comments to explain your analysis.
   6. Click Drag and Drop. Select the required file and click Open to upload the supportive documents.

      Note:

      This field is optional.
   7. Click Submit. The submission happens, the case status will be changed to Escalated, and the user will navigate to the Case List page.

      Note:

      If you click Submit and Next, the case status will be Escalated, and the user will be navigated to the next case details for action for the logged in user.