Action Manager’s Escalation Response


Matter Manager + Contract Administrator + Job Originator + Scheduler + Verifier + Accounts


After an event has been escalated to a manager, the manager’s response must be actioned by members of the workgroup that escalated the event before any further processing of the event can happen.


This procedure occurs if a User escalates an Order for the attention of a manager. Escalation can take place at any stage of processing as long as the Order is on the Customer side for action. The manager’s response returns to the Workgroup from which it was escalated. Any User within that workgroup can action the manager’s response.

NOTE: If the User profile has been set up so that high value orders need approval, a high value Order cannot pass certain stages such as Itemise Order and Verification without approved by a manager. This is an automated process. See topic Approve a High Value Order.

1. On the LPG menu select Worklist > All.
The My Worklist Summary appears.

  • NOTE: Other methods to find the required Order include using the Search Order or Find Order functions (see topic Find Vs Search) and using the My Work function (see topic My Work Overview & Search).

2. Scroll down to the Orders section and click Manager’s Response to Escalated Order.

The list of escalated Orders that the manager has responded to appears.
NOTE: If there are no responses from the manager (Count is 0), you cannot click on the link.

3. Click the Action button next to the order that needs to be actioned.

The Response to Manually Escalated Order screen appears with the History tab selected.
N1 - The manager’s response can be seen in the Comment column.

At this point the User can take either of the following actions:

4. To continue processing the Order, click the Return to Categorise Order
The display returns to the Categorise Order screen so the Order can continue being processed.

  • NOTE: You will return to whatever stage the Order was at prior to the escalation. For example, if the Order was escalated from the Itemise Order stage, the button will be labelled Return to Itemise Order. When you click it, you will return to the Itemise Order screen. 

5. To repeat the escalation process, click the Re-Escalate
The display returns to the Manually Escalate Order screen so the Order can be escalated again to the Manager (or another Manager). See topic Manually Escalate Order for procedure.

Tips & Troubleshooting

  • NOTE: Once the Order, Claim or invoice has been escalated to the Manager, it cannot be further processed until the Manager responds to the escalation. The Order, Claim or Invoice can, if necessary, be recalled prior to the Manager taking action. See topic Recall Escalated Order.


  • REMEMBER: If the value of the Order, Claim or Invoice exceeds the authorisation level of the person performing the action, the Order, Claim or Invoice will be automatically escalated to the Manager for approval. In this case, manual escalation is not necessary.
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