Use > Incident Management > Incident Management user tasks > Incident escalation > Reassign an incident for additional support

Reassign an Incident for Additional Support

Part of Workflow(s):
Incident Escalation (SO2.6)
Applies to User Roles:
Incident Manager

After an Incident Manager is notified that an incident is not going to be resolved on time and that the service level agreement (SLA) is breached or in danger of being breached, the Incident Manager reassigns the incident for additional support.

The Incident Manager reviews the SLA target times and determines that the incident requires reassignment to another level of support. The Incident Manager reassigns the incident to another support group.

To reassign an incident for additional supports:

  1. Click Incident Management > Incident Queue or view your To Do list.
  2. Click the open incident.
  3. Clear the assignment group in the Assignment Group field, and then click Fill to select the new assignment group.
  4. Click Save & Exit.

    Note: You can contact the Service Desk to request that the Service Desk send an information bulletin to affected users and stakeholders.

Example: Search for a record
Escalate an Incident with a Service Request
Open an Emergency Change for an Incident Escalation

Incident Escalation (SO2.6)