Escalate at-risk Service Desk clocks

#Page purpose

Find acknowledgement or resolution clocks that are imminent, breached or already escalated.

#Before you start

• Sign in as legal operations managers and service owners and confirm WatheeqTech shows /lex/service-desk/sla-board; hidden controls indicate that your account lacks the required permission.
• Know the organization scope, status and urgency of the work you need to find before applying filters or saved views.
• Collect the reason, authority and supporting evidence required for any governed decision or state transition.

#How to use this page

1. 1
   Prioritize the work

   Review Breach imminent, Acknowledgement risk, Breached and Escalated indicators, then filter the clock table to the most urgent cohort.

2. 2
   Process the right item

   Open the source legal request to verify owner and context, or use the permitted Escalate action with an operationally useful note.

3. 3
   Clear the queue safely

   Refresh the board and confirm the clock’s escalation level and status changed, then address the staffing or workflow cause in the source request.

#Governance and expected result

• Operate only within the tenant, role and record visibility granted to you.
• Record the decision, reason and supporting evidence before completing a governed action.
• Use the page action for the transition rather than changing source data or maintaining a parallel offline status.
• Verify the resulting status, owner, timeline, version or audit event before leaving the page.