Escalate Interaction solution matching

Depending on your selection, the Escalate Interaction wizard opens one of the following wizards:

• Escalate Interaction - Incident

  You can escalate Interactions in the following categories to Incident:

  • compliant
  • incident
  • request for information
  • request for administration

  When you escalate an interaction, you can use queries to search for known errors, incidents, or problems matching the title, CI or service value of the interaction. If you find matching records, you can link the records to the interaction.

• Escalate Interaction - RFC

  You can escalate Interactions in the following category to RFC:

  • request for change

  Option 1: If change is open on Category in settings, when escalating an interaction to an RFC, a list of change categories is displayed from which the category for the new change request can be selected.

  Option 2: If change is open on Change Model in settings, when escalating an interaction to an RFC, a list of Change Models is displayed from which the Change Model for the new change request can be selected.

• Escalate Interaction - Request

  You can escalate Interactions in the following categories to Request:

  • Request for information
  • Request for administration

• Escalate Interaction - Problem

  You can escalate Interactions in the Problem category to Problem.