Escalate incident to a level 2 technician

An incident is escalated to a level 2 technician when the technical support center is unable to resolve the incident.

The “Assign technician” action enables you to assign a technician to the incident.

Once assigned to a level 2 technician, the incident will continue to be displayed in the level 1 assignee’s “My incidents” list for purposes of follow-through.

Incidents assigned to a level 2 technician will be displayed in pale grey.

For example, a level 2 technician is assigned to incident #1329.

Once the incident is resolved, the level 2 technician must mark the incident as resolved. It is up to the level 1 assignee to close the incident.

Before closing the incident, the level 1 assignee must communicate with the user in order to confirm the incident’s resolution. This practice is ITIL-aligned so as to ensure a high-quality of customer service.

Location: Index > Incident management module > List of incident related actions

See also: Incident form | Diagram of incident statuses