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. Open Case management screen and open Edit case  screen ,Then there are 2 ways to complete the activity

• First way:

                          Check the check box beside Escalated activity

                         
                          You will get the following message and if you click OK Escalated  activity will be completed

• Second way:

Click Escalated activity link , you will get this popup

• In the Routing side field, click on "reassign" icon  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.
  

• 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.