---
title: Hierarchical Escalation in the Attendance
slug: itsm-en/hierarchical-escalation-in-the-attendance
description: Learn how to escalate user problems to a higher level with this comprehensive document. Find out the steps involved in accessing the Ticket Management functionality, selecting the ticket, and choosing the right group to direct it to. Ensure successful esc
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.