---
title: Hierarchical Escalation in the Attendance
slug: citsmart-8-en/hierarchical-escalation-in-the-attendance
description: Learn how to effectively escalate user problems to a higher level in this comprehensive document. Discover the step-by-step procedure, including accessing the Ticket Management feature, selecting the appropriate ticket, and choosing the designated group. 
docTags: 
createdAt: 2022-01-19T23:00:18.000Z
---

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

- [x] Make sure to have permission in
   the group to which the attendant belongs to.

## Procedure

1. Access the functionality of the 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

Verify on the home page of the ticket list if, in the column "**Current Group**", the
 ticket was escalated to the right group.