Click on ‘Users’, found in the left-hand side menu and search for the relevant Escalation Contact. Click on the green tick indicating they are an Escalation Contact. This will list all of the Teams that the Escalation Contact is a member of. Below the Team names, there is a REPLACE button, if there are many teams, you may need to scroll.

Click on the REPLACE button to open the next screen. All of the Teams that the User is an Escalation Contact for will be listed, with the User’s name pre-populated against each Team. Next to the User’s name, there is a REMOVE button.

At the top of the page, there is also a REMOVE button. To replace the Escalation Contact from ALL Teams click REMOVE at the top of the page. To replace the Escalation Contact from select Teams simply click REMOVE next to the relevant Team in the list below.

Ensure when replacing the Escalation Contact with a new person that the person has the correct permission level within JESI to be an Escalation Contact – a Team Member permission level cannot be an Escalation Contact.

  • Note: Administrators have the permission to remove/replace Escalation Contacts with any of the Company JESI Account Teams, however, a Manager can only remove/replace Escalation Contacts for the team/s that they are members of.


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