---
title: Hierarchical Escalation in the Attendance
slug: helium-en/hierarchical-escalation-in-the-attendance
description: Learn how to escalate a ticket to a higher hierarchical level with this comprehensive document. Follow step-by-step instructions on accessing the Ticket Management functionality, selecting the ticket, and directing it to the appropriate group. Ensure the 
createdAt: 2021-10-18T18:51:45.000Z
---

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.

## Before getting started

- [x] To correctly escalate a ticket, it's necessary for the attendant to have the right permission in the group.

## Procedure

1. Access the functionality Ticket Management through the main menu `Processes > Request and Incident Management > Service Request and Incident;`
2. Double click on the ticket;
3. Choose to which group the ticket will be directed in the field "**Direct to group**".

## What to do next

You can verify in the Service Desk ticket list, if in the column "**Current Group**" the ticket was escalated to the right group.