Portfolio escalations

The portfolio escalations page provides a list of escalations created for a specific PI. Escalations are work items that can be used to solicit a decision from the program or portfolio teams. Escalation examples include urgent customer support requests or portfolio-level decisions needed on epic priorities. When escalations are created and tied to a sprint, all team members tied to the sprint receive a notification to work on a resolution.

Escalations can be used to foster communication and transparency between program-level and portfolio-level stakeholders, to make sure guidance is provided and the escalations are ultimately resolved.

A large volume of open escalations means action is required promptly, or a sprint/PI may be in jeopardy.

Create escalations on the escalations page:

1. Select Portfolios in the top navigation bar and select the portfolio you want to create an escalation for.
2. On the sidebar, select More items in the list of options.
3. Select Escalations; the escalations page displays.

To create an escalation:

1. On the escalations page, select the Add an Escalation button in the upper-right of the page to open the New Escalation panel.
2. Enter the name of the escalation in the Title field.
3. Enter a description of the escalation in the Description field.
4. Select the escalation state and type.
5. Tie the escalation to a PI, program, and sprint using the Program Increment, Program, and Sprint fields, respectively.
6. Click Save. Additional fields appear.
7. Select a target date to resolve the escalation.
8. If needed for the risk management and issue resolution, tie the escalation to dependencies, impediments, or risks using the corresponding boxes.
9. Open the Members tab to add stakeholders.
10. From the Team Members drop-down menu, select the necessary stakeholders to foster communication and transparency.
11. Click Save & Close.

To resolve an escalation:

Note: You can resolve an escalation only after its creation.

1. In the Portfolio Escalations grid, click the Take Action link in the Status column.
   Note: You can view the Take Action link only if you are tied to the sprint the escalation is associated with.
2. In the Guidance box, type a resolution to the escalation or terminate a sprint which is also considered a resolution.
3. Click Submit.
4. Click the Resolved link in the Status column of the resolved escalation.
5. Click in the Resolution Date box and add the date when the escalation is resolved.

Note: You can view the escalation resolution and the name of the person who resolved it on the Escalation details slide-out panel.