3583507 - Manager cannot see Tickets in the "Tickets Escalate to Me" query.

After a ticket is escalated by an agent, the manager does not see the ticket in "Tickets Escalated to Me" query.

SAP Cloud for Customer

1. As an agent, navigate to the Service Work Center.
2. Access the Tickets view.
3. Select any random ticket associated with team X (where X represents the team).
4. Go to Actions and select Escalate.
5. As a manager from team X, observe that the escalated ticket does not appear when filtering with the "Tickets Escalated to Me" query.

In the "Tickets Escalated To Me" query, users can view only the tickets for which they are the designated processor. To access a ticket through this query, the user must be assigned as the processor of that escalated ticket.

This is the expected system behavior.

If you would like to track all tickets that have been escalated from a team, the following query can be used:

1. Navigate to the Tickets section.
2. In My Views, select "All Tickets."
3. Click on Advanced Search.
4. Set the Escalation field to "Escalated."
5. Enter the desired team in the Team field.
6. Click on Save Query As.
7. Enter a name for the query.
8. Press Save.

Once saved, this new query will be available for selection in My Views.

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