Escalations
Identify escalated approval work and use the reassignment, reminder, recipient, and expiry controls.
Overview
Escalations keep overdue or specially routed approval work visible without changing the captured request. The Approvals Inbox shows an Escalated filter and marks requests that have an active escalation recipient.
Approval-chain stages can retain an SLA, escalation configuration, and delegation-window settings. The chain tester shows those values alongside resolved approvers before a draft is published.
Manage escalated work
Route: /approvals
Users with approvals.manage see operational controls on a selected request. For a pending assignment they can:
- reassign the assignment to another active internal account;
- add an escalation recipient;
- replace an active escalation recipient;
- send a reminder;
- expire a request that is due for expiry.
The inbox refreshes the selected request after each successful operation. If another user or process has already changed the assignment, the operation reports a conflict instead of overwriting the newer state.
Active escalation recipients can see the request in Waiting on others and inspect it, but escalation alone does not grant authority to decide it. A manager can reassign the assignment to an authorised approver. The history retains the recipient, and escalated requests are ineligible for batch approval. Available More actions depend on the request state; overdue work can be marked expired when due.
Configure and test escalation
Route: /admin/settings/approval-chains
Each chain stage can carry SLA and escalation settings. Use Test this chain to inspect the resolved stages, SLA, escalation and fallback behaviour without creating an approval request. Publish only after the plain-English summary and simulation reflect the intended routing.