To gather more information about an escalated request, you can send an inquiry about this request to any identity.
Once you have sent the inquiry, the request is reserved for you. As long as the request is reserved for you, only you can approve or deny the request. You can withdraw the pending inquiry at any time. You can reset the reservation at any time so that another approver can make an approval decision about the request.
Before you make an approval decision about a request, you can send a question to an identity about it.
NOTE:
You can revoke the reservation with the following actions:
Withdraw the inquiry
Cancel the reservation
To make an inquiry
In the menu bar, click Request > Escalation.
On the IT Shop escalation page, apply a filter to limit the results to a specific requester, specific recipient or a specific request (see Displaying escalated requests).
On the IT Shop Escalation Approval page, click the request in the list that you want to inquire about.
In the details pane, click More > Send inquiry.
In the Submit an inquiry about this request dialog, click the identity to which you want send the inquiry.
In the Submit an inquiry about this request dialog, enter your question in the Your question field.
Click Save.
If your issue with a request has become irrelevant, you can withdraw your inquiry. Once you have withdrawn the inquiry, the request reservation is also revoked and all the original approvers can approve the request again.
To withdraw and inquiry
In the menu bar, click Request > Escalation.
On the IT Shop escalation page, apply a filter to limit the results to a specific requester, specific recipient or a specific request (see Displaying escalated requests).
In the list, click the request that you inquired about.
In the details pane, click Recall last question.
(Optional) In the Recall last question dialog, enter a reason for recalling the question.
Click OK.
Once you have sent an inquiry about a request, the request is reserved for you (Hold status). As long as the request is reserved for you, only you or the chief approval team can make an approval decision about the request.
To release the request again for approval and to allow other approvers to edit it, you can revoke the reservation with the following actions:
You can withdraw the inquiry
You can cancel a reservation after the inquiry has been answered.
To cancel a reservation
In the menu bar, click Request > Escalation.
On the IT Shop escalation page, apply a filter to limit the results to a specific requester, specific recipient or a specific request (see Displaying escalated requests).
In the list, click the request with the inquiry you want to answer.
In the details pane, click Revoke hold status.
In the Revoke hold status dialog, click OK.
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