Deescalate an Item

If an Item was escalated too far or was escalated when it shouldn't have been, deescalate it.

Who can deescalate an Item?

To deescalate an Item, you must have permission to view and deescalate it from its current Escalation Tier.

Only the following people can view an Item:

• Anyone on the Item's Team.
• Potentially anyone on the parent's Team.
• If the Item is not private and not in the New status, anyone with the "View" permission for Items in its Location(s).
• If the Item is private, anyone with the "View Private" permission for Items in its Location(s).
• If the Item is in the New status and is not private, anyone with the "View New" permission for Items in its Location(s).

The current Escalation Tier determines who can deescalate the Item.

• If the Item was escalated to a Location, the following people can deescalate it:
  • Anyone with the Escalation Admin permission.
  • Depending on how your organization has configured the Escalation Tier, either:
    • Anyone in that Location or,
    • Anyone in that Location with a particular Role (as specified by the Escalation Tier's organization).
• If it was escalated to a Role, the following people can deescalate it:
  • Anyone with the Escalation Admin permission
  • Anyone with that Role
• If it was escalated to a user, the following people can deescalate it:
  • Anyone with the Escalation Admin permission.
  • The person to whom it was escalated.

Deescalate an Item

To deescalate an Item, open the Item with which you want to work, then:

• Locate the flag regarding the Escalation Tier you want to deescalate. It will be located near the top of the Item and will say when and how it was last escalated or deescalated.
• Click Deescalate and the Deescalate window will open.

• Reason for Deescalation (required): Enter an explanation as to why you're deescalating the Item. The entered text will be added to the Item as a comment.
• Deescalate to (required): Expand the drop-down to choose to which tier you want to deescalate this Item or select Clear Escalation to remove the escalation from this Item altogether.
  
  These tiers have been configured by your organization so they'll be unique to your organization, but there are three types: Location Tiers, Role Tiers, and User Tiers.
  
  • Location Tiers: Deescalate the Item to a particular Location (or Locations). This won't transfer the Item to that Location; it just lets people there know that the Item needs their attention.
    
    • Location(s): Use this field to search for and select the Location(s) to which this Item should be deescalated. The presence and default selection is determined by the Escalation Tier's configuration. If the Escalation Tier has been configured such that your Item must be deescalated to a particular Location, this field will be grayed out and uneditable.
  • User Tiers: Deescalate the Item to a particular user (or users). This won't affect the Item's Team; it just lets that person know that the Item needs their attention.
    
    • User(s): Use this field to search for and select the user(s) to which this Item should be deescalated. The presence and default selection is determined by the Escalation Tier's configuration. If the Escalation Tier has been configured such that your Item must be deescalated to a particular user, this field will be grayed out and uneditable.
  • Role Tiers: Deescalate the Item to a system Role. This won't affect the Item's Team; it just lets people with that Role know that the Item needs their attention.
    
    • Role(s): Use this field to search for and select the Role(s) to which this Item should be deescalated. The presence and default selection is determined by the Escalation Tier's configuration. If the Escalation Tier has been configured such that your Item must be deescalated to a particular Role, this field will be grayed out and uneditable.
• Click Deescalate.

Who is Notified after a Deescalation? 

When an Item is deescalated:

• If the Item was deescalated to a lower tier, the flag on the Item will be updated to show who deescalated the Item, when, and to which Escalation Tier.
  • You might be able to escalate the Item or deescalate it further by selecting Escalate or Deescalate on the flag. Your ability to do this will depend on your permissions and the Escalation Tier's configuration. 

• If the Escalation Tier was cleared, the flag will disappear from the Item.
• Everyone on the Item's Team will receive an in-app notification that the Item has been deescalated.  

Individual Users, System Roles, and Locations will not automatically receive a notification that an Item has been deescalated to them. Instead, Users should configure custom Notification Preferences if they want to receive in-app or email notifications about escalations. 

Recommended Reading

• Deescalate an Item
• The Escalation Module