---
title: Hierarchical Escalation in the Attendance
slug: en/hierarchical-escalation-in-the-attendance
description: Learn how to escalate a user problem to a higher level when it falls outside the attendant's policy with this comprehensive document. Get insights on the necessary permissions, step-by-step instructions for accessing the Ticket Management functionality, s
docTags: 
createdAt: 2021-10-27T20:28:47.000Z
---

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 <font color="#3b9f0f">**escalate the attendance to another hierarchical level**</font>.

## Before getting started

To make the hierarchical escalation of a ticket, it is necessary:

- [x] To have permission in
  &#x20;the group to which the attendant belongs.

## Procedure

1. Access the **Ticket Management** functionality 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 "**Direct to
   &#x20;group**" field.

## What to do next

Verifying in the home page of the ticket list, if in the "**Current Group**" column, the
&#x20;ticket was escalated to the right group.