# View Escalations

You can [escalate a session](https://developer.incode.com/docs/single-session-view#escalate-a-session) when you need Incode to review a problem tied to that session. Instead of reporting an issue over email or a call, you can submit it directly from Dashboard and get automatic confirmation that it's been received.

The **Escalations** page in Dashboard allows you to track the status of every Session you've escalated. The escalation's status is updated in the table as it moves through review. You'll be notified when a fix is live.

Clicking a row in the table on the **Escalations** page opens single Session view for that escalation. The table can show the following columns.

| Column            | Description                                                                                                                                                                                                                                      |
| ----------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| Session ID        | Unique identifier of the session the escalation was raised for.                                                                                                                                                                                  |
| Opened On         | Date and time the escalation was created.                                                                                                                                                                                                        |
| Resolved On       | Date and time the escalation was resolved, if applicable.                                                                                                                                                                                        |
| Status            | Current stage of the escalation in Incode's review pipeline: _In Progress_, _Closed_, _Released to Demo_, _Resolved_, or _Opened_. _Released to Demo_ means a fix has been deployed to the Demo environment, ahead of its release to production. |
| Issue Found       | Whether Incode's review confirmed an issue with the session: _Found_ or _Not Found_.                                                                                                                                                             |
| Issue Type        | Category of the issue Incode's review identified, such as _Liveness_ or _Face Recognition_.                                                                                                                                                      |
| Resolution Reason | Reason recorded by Incode when the escalation is resolved.                                                                                                                                                                                       |
| Opened By         | Name of the user who opened the escalation. This may be an Incode team member if the escalation was opened on your behalf.                                                                                                                       |
| Session Decision  | Outcome of the underlying session: _Pass_, _Warning_, _Fail_, _Not Applicable_, _Needs Review_, _Pass (Manual)_, _Fail (Manual)_, or _Pending (Manual)_.                                                                                         |
| Submitted Reason  | Reason selected when the escalation was opened: _False Approval_, _False Rejection_, _OCR_, _Classification_, _ID Validation Crosscheck_, _Bug_, or _Other_.                                                                                     |
| Submitted Issue   | Issue category selected when the escalation was opened, such as _ID Verification_ or _Missing Data_.                                                                                                                                             |
| Submitted Comment | Optional comment provided when the escalation was opened.                                                                                                                                                                                        |
| Escalation ID     | Unique identifier generated for the escalation.                                                                                                                                                                                                  |

On this page, you can:

- Filter the escalations that are shown
- Upload multiple escalations at once via CSV import
- Configure your view of the Escalations table

***

## Filter Escalations

1. In the left menu, click **Escalations**.
2. Click **Add Filter** in the top left.
3. Select the column you want to filter by:
   - **Session ID**: Enter the session ID you want to search for.
   - **Escalation ID**: Enter the unique identifier for the escalation you want to search for.
   - **Opened By**: Enter the name of the user who opened the escalation.
   - **Opened On**: Select a start and end date from the calendar to only show escalations opened in that range.
   - **Resolved On**: Select a start and end date from the calendar to only show escalations resolved in that range.
   - **Issue Type**: Enter the issue type you want to search for.
   - **Issue Found**: Select _Found_ or _Not Found_.
   - **Status**: Select _In Progress_, _Closed_, _Released to Demo_, _Resolved_, or _Opened_.
   - **Session Decision**: Select _Pass_, _Warning_, _Fail_, _Not Applicable_, _Needs Review_, _Pass (Manual)_, _Fail (Manual)_, or _Pending (Manual)_.
   - **Submitted Reason**: Select _False Approval_, _False Rejection_, _OCR_, _Classification_, _ID Validation Crosscheck_, _Bug_, or _Other_.
   - **Submitted Issue**: Select from the available issue categories (for example, _ID Verification_, _OCR_, _Liveness_, _Face Recognition_, _Missing Data_, or _Other_).
4. Click **Apply**. The table displays the escalations that fit your criteria.
5. Repeat these steps to add additional filters.

***

## Upload Escalations

Add multiple escalations at once via CSV import.

1. In the left menu, click **Escalations**.
2. Click the three-dot menu (**⋮**) in the top right.
3. Select **Upload Escalations**. The Upload Escalation File dialog opens.
4. If needed, click **Download template CSV** to get the correct file format.
5. Drag and drop your CSV file or click to browse and select it.
6. Click **Add to Escalations**.

***

## Configure Escalations View

You can show, hide, and reorder columns in the Escalations table. This change only affects your account. Other users still see their own view.

1. In the left menu, click **Escalations**.
2. Click the three-dot menu (**⋮**) in the top right.
3. Select **Table Settings**. The Configure Table View panel slides out from the left.
4. In the Configure Table View panel:
   - Click the eye icon next to a column to show or hide it.
   - Drag a column by its handle (**⋮⋮**) to reorder it.
5. Click **Save View** to apply your changes. This view of the page is shown on future visits, even after logging out.

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