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.
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.