Use > Run > Incident Management > Incident Management procedures > Escalate an incident record

How to escalate an incident record

If you are an Incident Manager or Incident Coordinator, you can escalate an incident record to reduce the resolution time, add expert resources, or both to meet Service Level Target objectives. Your organization may have different teams to resolve different types of incidents.

  1. From the main menu, select Run > Incident > Incidents. Service Management displays a list of all incidents.

  2. Select the incident record that you want to edit from the list of incidents.

    To filter the record list, click the Add filter  button. For more information, see Filters.

    3. Click the record identifier in the ID column to display the selected record.

  3. Expand the Assignment section.
  4. Select an Assignment group or an Assignee (or both).

  5. Click Save icon Save on the toolbar.

The incident is reassigned to a member of the appropriate team.

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