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CA Service Desk Manager - What is Ticket Escalations?
This training was designed for customer service analysts and will describe the functions required to perform the role of an analyst working with the Service Desk product to escalate a ticket.
You may need to escalate or transfer a ticket that has been outstanding for an extended period of time or demands an immediate response. Escalation can involve transferring a ticket to another analyst or group and/or increasing its priority. Escalating a ticket immediately transfers the ticket to the individual or group specified and the new analyst or group is automatically notified, as are any others who should receive notification based on the notification rules that your system administrator set up.
Predefined System Escalations
1. View the ticket.
2. From the Ticket Detail window, select Activities, then Escalate.
An Escalate Request window will open.
3. In this window, you can change the Priority, Assignee, or Group.
4. Click the Save button.
The activity is added to the Activities Tab
Each partition within the Service Desk tool has internal escalations that notify a chain of command by email when tickets have had no activity in a pre-determined period of time. This escalation process was determined by the Help Desk Steering Team (HDST) and is reviewed on a consistent basis for improvement.