Escalate an Incident with a Service Request

If the Incident Coordinator determines that the incident can be solved by initiating a service request, the Incident Coordinator proceeds as follows:

1. Click Incident Management > Incident Queue or view your To Do queue.
2. Click the open incident record.
3. Open a service request. Click More or the More Actions icon and select Related > Quotes > Open. The Request Category form opens.
4. Select one of the categories for this request.
   • Customer Procurement Requests
   • Human Resources
   • Employee Office Move Process
5. If you selected Customer Procurement Requests, perform the following steps:
   1. Select from the Master Catalog.
   2. Select the category of the item you are requesting.
   3. Select the item(s) you wish to request. A list of the item(s) you selected opens and shows the total cost.
   4. Click Add Items to add more items to your request. A summary list of your selections opens and shows total cost.
   5. Click Submit Request.
   6. Fill in the required fields (such as requested delivery date and reason for request) in the New Request form.
6. If you selected Human Resources, perform the following steps:
   1. Select a category. You can choose to select defaults and also to modify the quantity.
   2. Click Add Items to add more items to your request. A summary list of your selections opens and shows total cost.
   3. Click Submit Request.
   4. Fill in the required fields (such as start date, department, and manager) in the human resources form.
7. If you selected Employee Office Move Process, perform the following steps:
   1. Select from the available list of options. You can choose to select defaults and also to modify the quantity. A summary list of your selections opens and shows total cost.
   2. Click Add Items to add more items to your request.
   3. Click Submit Request.
   4. Fill in the required fields (such as first name, last name, and effective date) in the employee office move request form.
8. Click Save. Service Manager creates a request record. The items you requested are listed in the Line Items section, and the incident record is listed in the Related Records section.
9. Click Save & Exit. You are returned to the incident record. The new request appear in the Related Records section of the incident record.

Related topics

More Actions menu

Open an Emergency Change for an Incident Escalation
Reassign an Incident for Additional Support
Example: Search for a record

Incident Escalation (SO2.6)