Hierarchical Escalation in the Attendance

the attendant, when solving a user problem, identifies that its demand is out of his/her policy and all the action possible to execute it , so, it is possible to escalate the attendance to another hierarchical level escalate the attendance to another hierarchical level before getting started to make the hierarchical escalation of a ticket, it is necessary to have permission in the group to which the attendant belongs procedure access the ticket management functionality 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 " direct to group " field what to do next verifying in the home page of the ticket list, if in the " current group " column, the ticket was escalated to the right group