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STATUS TYPES
Escalated

Definition: This is a manually set status option that can be set by the WISE Engineer or WISE Lead. It will be used to denote that there is additional work to be completed on the query beyond the initial support and more time will be required to support the issue outside of the initial priority selection.

Requirements to Set Status: The query type can be set to any of the available types as long as the Priority selection allows sufficient time. When selecting this Status, one of the Escalation Groups described in Section 6.3.3 must be selected and meet the described requirements. It will remain in this Status while one of the Escalation Groups is assigned and then moved to the appropriate Status when those activities are complete.