An incident can be escalated when it is close to missing its required resolution date or when it must be resolved at a higher level.
Escalation means that you assign an incident to someone else and reset the priority. You can escalate an incident to a higher-level user or group. An escalated incident appears in the Task List with a priority of High. An escalated incident must be resolved as soon as possible.
Table: Methods for escalating incidents
In the ServiceDesk portal
A support technician can escalate an incident from the incident's Process View page.
Examples of the criteria for escalating an incident are as follows:
No activity is posted to the incident within a specific amount of time.
The incident is not resolved within a specific amount of time.
A user who does not have privileged escalation rights escalates an incident.
A setting in the ServiceDesk installation determines whether automatic escalation is available.
ServiceDesk allows two types of escalation: unprivileged and privileged. The user group that you belong to determines the type of escalation that you can perform.
You can edit the escalation assignments in Workflow Designer, in the SD.RoutingRules project.
For more information about editing workflow projects, see the Workflow Solution User Guide.
Table: Types of escalation by user group
First-level support (Support I)
The incident is escalated to the next-highest user, group, or organizational unit that is defined in the process.
For example, your organization's incident process is configured to escalate to the next-highest group. Therefore, when a level-one support technician escalates an incident, it is assigned to the Support II group.
Second-level support (Support II) and higher
You can escalate an incident to one or more specific users, groups, or organizations that you select.
For example, your organization's incident process is configured to escalate to the next-highest group. A level-two support technician determines that only a specific person in that group can resolve a particular incident. The technician can escalate the incident directly to that person instead of to the entire group.
When you escalate an incident to multiple users, each user that you escalate to can work on the task. Whoever begins working on the task first becomes the assignee.
Imported Document ID: HOWTO61450
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