In this article, we’ll walk you through how to edit, delete, archive, and reactivate escalation causes in Nobi.
5 min task
What
The Causes tab can be found in the Escalation flow section of the Nobi application. It lists every escalation cause you’ve added, its description, and escalation type. You can edit a cause, delete unused causes, archive causes no longer needed, or reactivate causes which were previously archived.
A cause that has never been used on an escalation can be deleted, removing it from the list entirely. A cause that has already been used on an escalation can only be archived, not deleted. Archived causes aren’t removed from the list. They move to the bottom and appear grayed out to show they’re inactive. You can reactivate them later if needed.
Why
Keeping your escalation causes accurate and up to date keeps your data meaningful over time. As your site / community needs change, you can archive causes that no longer apply without losing your escalation history. You can also reactivate a cause if it becomes relevant again.
Detailed steps
Follow the steps below to edit, delete, archive or reactivate an escalation cause.
Editing an escalation cause
The Causes tab lists every escalation cause you've added, along with its description and escalation type.
- Go to Escalation flow in the left menu.
- Navigate to the Causes tab.
- Find the cause you want to update and click the edit button.
- Make changes to the escalation cause: update its name, description, or escalation type. Then click Save.
- A green banner will appear, confirming the edits were saved.
Deleting an escalation cause
A cause can only be deleted if it has never been used on an escalation. If it has already been used, archive it instead.
- Go to Escalation flow in the left menu.
- Navigate to the Causes tab.
- Find the cause you want to delete and click the trash icon.
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Confirm that you wish to delete the cause.
- A blue banner will appear at the top of the page, indicating the cause was deleted.
Archiving an escalation cause
If a cause has already been used on an escalation, it can only be archived, not deleted.
- Go to Escalation flow in the left menu.
- Navigate to the Causes tab.
- Find the cause you want to archive and click the archive button.
- Confirm you wish to archive the escalation cause.
- A blue banner will appear, confirming you successfully archived the escalation cause.
- Archived causes remain viewable at the bottom of the causes list.
Reactivating an escalation cause
Archived causes move to the bottom of the Causes list and appear grayed out, so you can easily find them and reactivate when needed.
- Go to Escalation flow in the left menu.
- Navigate to the Causes tab.
- Scroll to the bottom of the list to find the archived cause. Click the button to reactivate.
- Confirm that you wish to reactivate the cause.
- A blue banner will appear, confirming the cause has been successfully reactivated.
The escalation cause can now again be assigned to escalation.
Now you have successfully edited, deleted, archived, or reactivated an escalation cause. For more on setting up escalation causes, read our article on How to Configure Escalation Causes. For more on selecting a cause when closing an escalation, see How to Use Escalation Causes.
Still have questions? Contact Nobi Support.