Escalating a case

Is your client's issue not getting resolved in a timely manner? Does a very important client have an issue? NABD allows you to escalate a case to the right department quickly and efficiently.

To escalate a case:

  1. From your left main menu, select User Dashboard.

  2. On the Monitor and track case page, look for the Cases window.

  3. Under the Options column, click the view icon to see case history.

  4. On the individual case's Monitor and track cases page, look for the Activities box (just below the SLA information). Under the Options column, click the Escalate link.

  5. On the Routing window, look for the Routing to box. In the Routing type field, click the drop down and select the group. You can select user, user group, role, organizational unit, or customer here.


  6. In the Routing side field, click the drop down and select who should be reassigned the case. What is available to you in this drop down depends on what you select in the Routing type field. If you select user, you can select from a list of valid users here, if you select roles, you can select from a list of valid roles here, etc.

  7. If you're done, click Save and close.

    NABD will route this case as you designated (user, user group, role, etc.). This case will display in the receiver's Activity work queue showing an escalated status.