Application escalations
Escalations ensure a product application can only be approved by specific people.
The escalation process
The escalation process for a product application is as follows:
The smart policy escalates the product application to one or more teams. The product application status becomes Waiting on escalations.
A member of each escalation team provides their approval or rejection.
When all escalation teams have given their approval, the product application can be approved manually. If one or more escalation teams have rejected the product application, the product application can only be rejected, which must be done manually.
A user can only approve one escalation. If two approvals are required from the same escalation team, another member of the team must provide the second approval. Equally, if the same user is a member of multiple escalation teams, the user can only approve the product application on behalf of one of the escalation teams.
It is not possible to escalate a product application manually; it can only be done via the smart policy.
Escalations can only be configured with the new smart policies. If you only want one person to be able to approve a product application, create a team with just that user and make this the escalation team.
Finding escalated product applications
To find product applications escalated to a particular team, apply a custom filter with the Escalation requires team option.
If you want to be able to re-apply the custom filter quickly and easily at any time, save the filter.
Reviewing escalated product applications
Go to a profile with a product application escalated to your team.
Under Product applications, click the name of the product application.
Ensure all tasks have been passed. You will be unable to approve the escalation if any tasks are incomplete or failed.
Open the drop-down for your team and select or .
Optionally, leave a comment.
Select .
When all escalation decisions are Approved, the product application can be approved manually.
When any escalation decision is Rejected, the product application can only be rejected. This must be done manually.
Product applications with escalations cannot be approved automatically by the smart policy.
Unable to select ?
The button can be grayed out because:
You are not a member of that escalation team.
You have already made an escalation decision on the product application.
Unable to click Approve?
The option is grayed out when the profile has not passed all due diligence tasks. All tasks must be passed before the product application can be approved.
Why is an escalation team displayed twice?
If approval is required from two different people from the same escalation team, the team is listed twice.
Escalations that are no longer required
Sometimes an escalation decision may no longer be required.
For example, take a smart policy that escalates all high-risk product applications. If a product application's risk level is assessed as high risk, then later re-assessed to be low risk, the escalation decision is no longer required.
Any escalation decisions that are not required are displayed in a section called Show no longer required escalations.
