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How To: Resolve an Escalation

Use this workflow when an item in the review queue needs a final human decision.

Outcome​

By the end of this workflow, the escalation should be:

  • Claimed by the correct reviewer.
  • Investigated against the underlying request and context.
  • Completed with Resolve or Reject, or returned to the shared queue with Unclaim when the current reviewer should not own it.

Workflow diagram​

Step 1: Review the escalation first​

Open Inbox, filter to the escalation category if needed, and inspect:

  • Escalation ID.
  • Request ID or linked request context.
  • Reason code.
  • Current status.
  • Configuration version when present.

If the escalation is already claimed by the right reviewer, avoid taking ownership twice.

Step 2: Cross-check the underlying request​

Do not resolve from the queue alone. Review the corresponding request detail so you understand:

  • The top-level outcome.
  • The policy results that led to review.
  • Whether the behavior reflects intended policy or rollout drift.

Step 3: Claim only when you are acting on it​

Claiming establishes ownership. Do it when you are actively reviewing the item, not just browsing the queue.

Step 4: Choose the supported queue action​

For a claimed escalation, the current Inbox exposes:

  • Resolve when the review is complete and accepted.
  • Reject when the escalation should be rejected.
  • Unclaim when you are not the right reviewer or cannot continue; this returns the item to the shared queue.

The current customer UI does not provide reassignment or a resolution-note field. Use the owning incident, policy-change, or stakeholder workflow when follow-up context must be preserved outside the queue action.

Step 5: Complete the queue action and track follow-up​

After Resolve or Reject, track any downstream action in its owning workflow, such as:

  • Policy tuning.
  • Rollback review.
  • Evidence export.
  • Stakeholder notification.

If the current reviewer is not the right owner, choose Unclaim instead of resolving ambiguously. The item returns to the shared queue; the current Inbox does not perform an in-product reassignment.

Resolution checklist​

  • Escalation context reviewed.
  • Underlying request reviewed.
  • Ownership established.
  • Supported queue action selected.
  • Follow-up tracked in its owning workflow when required.

Next steps​