16 Processes
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Incident and Request
Use
Hierarchical Escalation in the Attendance
3min
When working on any type of service, the attendant must first make sure that he/she will be able to attend it. If the ticket is outside his/her capabilities, 4biz offer the possibility to escalate it to another hierarchical level.
To correctly escalate a ticket, it's necessary for the attendant to have the right permission in the group.
- Access the functionality Ticket Management through the main menu Processes > Request and Incident Management > Service Request and Incident;
- Double click on the ticket;
- Choose to which group the ticket will be directed in the field "Direct to group".
You can verify in the Service Desk ticket list, if in the column "Current Group" the ticket was escalated to the right group.
