Hierarchical Escalation in the Attendance
3 min
The attendant, when solving a user problem, identifies that its demand is out of their policy and all the action possible to execute it, so, it is possible to escalate the attendance to another hierarchical level.
Before getting started
Make sure to have permission in the group to which the attendant belongs to.
Procedure
- Access the functionality of the 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".
What to do next
Verify on the home page of the ticket list if, in the column "Current Group", the ticket was escalated to the right group.