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Escalate a Visitor Exception

When a visit goes beyond normal front-desk handling, escalate it into a work request so security, facilities, or management can respond with full context.

Quick Summary

Open the visitor detail, click Escalate, review the pre-filled context, choose an incident template or standard request, and submit.

When to Escalate​

  • The host is not expecting the visitor and does not recognise them
  • The visitor was denied by policy (watchlist, blacklist, or approval rejection)
  • The visitor needs security escort or special handling
  • The visit involves a safety or compliance concern that needs to be logged
  • The visitor arrived outside of normal hours or at the wrong site

What Context is Carried Forward​

When you escalate from the visitor detail, the work request form is pre-filled with:

ContextSource
Visit referenceVisit ID and display number
Visitor nameFrom the visit record
HostWho the visitor came to see
SiteWhere the visit occurred
Visit statusCurrent status (Denied, Approval Pending, etc.)
Entry decisionAllow, Deny, Escalate, or Pending
Host responseWhat the host said (if any)
Watchlist/blacklist contextFlag type and reason (if applicable)
Visitor photoAttached when available

This means the operations team receiving the request has the full background without needing to ask reception what happened.

Choose the Right Path​

Incident template​

Use an incident template when:

  • Your team has a defined handling process for this type of situation (e.g. "Unauthorized Visitor", "Watchlist Alert")
  • The case should move straight into execution under a known workflow
  • You want repeatable, consistent handling across similar incidents

Incident templates are set up by your admin. They define the response steps, assignees, and priority.

Standard work request​

Use a standard work request when:

  • There is no matching incident template yet
  • The case needs manual routing or approval before action
  • The situation is unusual and does not fit a predefined process

Steps​

  1. Open the visit in Visitor Records
  2. Click Escalate
  3. Review the pre-filled work request content
  4. Choose an incident template if appropriate, or leave as a standard request
  5. Adjust the title, description, assignee, or priority if needed
  6. Click Submit

What Happens After Escalation​

  • A work request is created with the visitor context attached
  • The originating visit record shows a linked escalation badge
  • As the work request progresses (accepted, in progress, completed), the latest status is visible on the visit detail
  • If the work request is cancelled or rejected, that status also appears on the visit

This linked visibility means reception and security can track what happened downstream without switching between visitor management and work requests.

Reviewing Past Escalations​

To check if a visit was escalated:

  1. Open the visit detail
  2. Look for the escalation badge or linked request reference
  3. Click through to see the downstream work request status

To find all escalated visits, filter the visitor records by visits that have linked escalations.

Need help? Contact Infodeck Support

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