--- title: "Accept and review escalations" slug: "accept-and-review-escalations" updated: 2026-10-15T01:25:14Z published: 2026-10-15T01:25:14Z canonical: "help.servicetitan.com/accept-and-review-escalations" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Accept and review escalations --- ### #### Who uses this feature - Administrators, Office Employees, Managers, Technicians, Dispatchers - Applies to all business types ## ## Accept escalations When you are on the on-call schedule, you are notified through your preferred methods when a relevant bookable call is escalated. 1. Log in to your Scheduling Pro dashboard with your registered email address or phone number. If you receive the notification through text or email, you will receive a direct link to log in. 2. Review the job and click **Accept**. ## Log in to view accept escalations Log in with your email or phone number. ![Login screen for Schedule Engine, prompting for email and password entry.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/accept-and-review-escalations-image-hwn47pkm.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A36%3A56Z&se=2026-10-31T03%3A36%3A56Z&sr=c&sp=r&sig=FIfSxJHBs9vz6j7Z%2F9t6701DLwVjv4Zazvg2kXASHGk%3D) The first time you log in, the system sends you a text or email to authenticate you are a user. ![Login screen for Schedule Engine with options for email or mobile number entry.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/accept-and-review-escalations-image-q9tksrxg.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A36%3A56Z&se=2026-10-31T03%3A36%3A56Z&sr=c&sp=r&sig=FIfSxJHBs9vz6j7Z%2F9t6701DLwVjv4Zazvg2kXASHGk%3D) ## Preview email notifications For email and text notifications, the incident number corresponds with the pending escalated job in the dashboard. After you click the link, you're directed to a login screen. ## Email notification example ![Email notification from Jefferson Mechanical regarding incident 4 and acknowledgment link.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/accept-and-review-escalations-image-z1izhppk.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A36%3A56Z&se=2026-10-31T03%3A36%3A56Z&sr=c&sp=r&sig=FIfSxJHBs9vz6j7Z%2F9t6701DLwVjv4Zazvg2kXASHGk%3D) ## Text notification example ![Notification message from Jefferson Mechanical regarding incident 2 and acknowledgment link.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/accept-and-review-escalations-image-m0ari79h.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A36%3A56Z&se=2026-10-31T03%3A36%3A56Z&sr=c&sp=r&sig=FIfSxJHBs9vz6j7Z%2F9t6701DLwVjv4Zazvg2kXASHGk%3D) ## View pending jobs on the Escalation Dashboard Select **View** on the pending job line with the corresponding incident number on the Escalation Dashboard. ![Overview of incidents with statuses and launch dates for emergency HVAC plans.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/accept-and-review-escalations-image-i6pdpr1c.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A36%3A56Z&se=2026-10-31T03%3A36%3A56Z&sr=c&sp=r&sig=FIfSxJHBs9vz6j7Z%2F9t6701DLwVjv4Zazvg2kXASHGk%3D) ## Review and accept or stop escalations You can either select **Accept** at the bottom of the screen or select **Stop Escalation** in the top corner. ![Incident notification for HVAC emergency, including customer details and action buttons.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/accept-and-review-escalations-image-9e53cnzb.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A36%3A56Z&se=2026-10-31T03%3A36%3A56Z&sr=c&sp=r&sig=FIfSxJHBs9vz6j7Z%2F9t6701DLwVjv4Zazvg2kXASHGk%3D) ## Select an action for the job on the Scheduling Pro Dashboard The following applies to the Scheduling Pro Dashboard only: - By selecting **Accept** or **Stop Escalation** on the job in the Schedule Engine Dashboard, you are only turning off the notification plan. - You still need to select the job action in your Field Management System. ## Review escalation notifications Escalation statuses include: - *Assigned:* On-call technician or dispatcher accepted the escalation. - *Expired:* On-call technician or dispatcher did not accept the escalation in time and the notification plan ran its course. - *Cancelled:* On-call technician or dispatcher was sent to the job, but hit **Cancel** or **Stop Escalation** to reject the job. ![List of service escalations with statuses: assigned, expired, and canceled.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/accept-and-review-escalations-image-x3qiwkmn.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A36%3A56Z&se=2026-10-31T03%3A36%3A56Z&sr=c&sp=r&sig=FIfSxJHBs9vz6j7Z%2F9t6701DLwVjv4Zazvg2kXASHGk%3D) **Note:** *When a technician or dispatcher cancels an escalation, make sure they are letting the customer know. If the customer calls back, Scheduling Pro agents can see that the call was canceled, but they aren’t able to give the customer a reason.* ## Assigned escalations In this example, the technician who was on the schedule, John Smith, was notified and accepted the escalation, so it shows as *Assigned*. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/accept-and-review-escalations-image-co7k1cuk.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A36%3A56Z&se=2026-10-31T03%3A36%3A56Z&sr=c&sp=r&sig=FIfSxJHBs9vz6j7Z%2F9t6701DLwVjv4Zazvg2kXASHGk%3D) The second contact in the escalation plan, Brian Smith, was not notified since John has already accepted the escalation. ## Expired escalations In this example, the technician, John Smith, was notified but didn’t accept or cancel the escalation, so it went to the next person in the escalation plan, Brian Smith. ![Incident report showing no heat for elderly person, contacts unresponsive, marked expired.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/accept-and-review-escalations-image-pwkbk9kp.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A36%3A56Z&se=2026-10-31T03%3A36%3A56Z&sr=c&sp=r&sig=FIfSxJHBs9vz6j7Z%2F9t6701DLwVjv4Zazvg2kXASHGk%3D) Brian didn’t take action on the escalation, so it expired. ServiceTitan's advanced scheduling add-on that adds smart capacity management, technician skill matching, and zone-based booking rules. **What it does:** Ensures the right technician is booked for the right job at the right time, maximizing daily revenue and reducing travel waste. **Also called:** Advanced scheduling, Smart scheduling **Tags:** Scheduling Pro [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)