Escalate Action Item

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Introduction The Escalste Action within a request enables the manual escalation or de-escalation of the request's priority.

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This action item allows for the changing of the request's priority. The Priority can be escalated and de-escalated.

• A comment to support the change in priority is mandatory
• A post will be added to the request's timeline to record the change, who performed it and when it occurred
• The post can have it's level of visibility changed to be visible to the the customer of the request on the portals, team only, owner only etc