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Deescalate an Item

Who can Deescalate an Item?

If Escalation Tiers have been enabled on the Template, anyone who is able to edit the Item will have the ability to deescalate the Item to another Tier. 

NOTE: Reach out to your Customer Experience Lead to take advantage of this module.

 

This means Users can deescalate an Item if:

  • They are apart of the Team of an Item

    • Projects: Facilitator(s), Leader(s), Sponsor(s)
    • Improvements: Author(s), Assigner, Responsible, Collaborator(s)
    • Incidents: Author(s), Assigner, Responsible, Collaborator(s)
    • Tasks: Author(s), Assigner, Responsible, Collaborator(s)
    • Charts: Author(s)

  • They have the “Edit” permission for Items in the specified Network Location(s) as a part of one of their Roles

  • They have the “Escalation Administrator” permission for Items in the specified Network Location(s) as a part of one of their Roles

NOTE: The “Escalation Administrator” permission will allow Users to both escalate or deescalate to any of the Escalation Tiers that are configured on your Template(s). 

 

How do I Deescalate an Item?

Open the escalated Item that you wish to deescalate, then:

  • Near the top of the Item there is a flag to signify that the Item has been escalated.

  • In the flag, click Deescalate_flag.png.

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In the resulting window, you can:

  • In the “Reason for Deescalation” field, enter a reason for why you are deescalating this Item.

  • In the “Deescalate to” drop-down, select which Escalation Tier you wish to deescalate the Item back to or select “Clear Escalation” to remove the Escalation flag from the Item altogether.

NOTE: The options available in this drop-down may differ per User depending on the unique Tiers defined by your organization and your level of permissions for escalation.

  • If you are deescalating to a Tier based on system Role(s) and your organization has configured it to be visible, you will see a Role(s) drop-down appear grayed out below with the Role(s) to which the Item will be escalated to.

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  • If you are deescalating to a Tier based on Network Location(s) and your organization has configured it to be visible, you will see a Location(s) drop-down appear below with the Network Location(s) to which the Item will be escalated to.

Deescalate1.jpg

NOTE: There are several different configuration options here. Your organization may choose to have the Location(s) field be visible and non-editable or your organization may choose to have the Location(s) field be visible and editable so Users can change the default Location(s) if necessary.

  • If you are deescalating to a Tier based on User(s) and your organization has configured it to be visible, you will see a User(s) drop-down appear below with the User(s) to which the Item will be escalated to.

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NOTE: There are several different configuration options here. Your organization may choose to have the User(s) field be visible and non-editable or your organization may choose to have the User(s) field be visible and editable so Users can change the default User(s) if necessary.

 

  • If you are clearing the escalation, this will remove the escalation flag from the Item altogether and return the Item to how it was originally before it was initially escalated.

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  • When you’re ready, click Deescalate_blue.png.

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PRO-TIP: Your organization has the option to customize the text near the top of the Deescalate window if you wish to provide some specific messaging to your Users.

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If the Item was deescalated to a lower Tier, then the Item will then be flagged at the top to let people know that this Item was deescalated. If the Item was cleared from escalation, then the flag on the Item will be removed. A notification will be sent out to all Users that are a part of the Team of the Item and anyone else who has set up notifications for an deescalation action to that Escalation Tier.

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