How do I escalate an incident in HI?

[Eva-Lena Lettes]

Our incident is automatically prioritized to medium by HI but it has major business impact for us. How can I escalate the priority? I can't find any possibilities in the portal

Thanks in advance

[Alberto Consonn]

Hi,

There is no way to change the priority, the ServiceNow guys will review it considering the information provided in the ticket.

I would personally suggest you to use the Virtual Agent chat and ask for an update referring to the incident ID already created.

For any other information, please check the following article:

Using the HI Service Portal

If I have answered your question, please mark my response as correct so that others with the same question in the future can find it quickly and that it gets removed from the Unanswered list.

Thank you

Cheers
Alberto

[Eva-Lena Lettes]

Ok, well I've written in the case several times and still, after six days unavailability it is still not updated. Business impact is apparently not that critical.

Using the virtual agent only provides me with suggested articles, none of them has explained what you wrote...that it can't be escalated.

I've turned to the person responsible for our account instead.

Thanks for our answer Alberto!

Cheers,

Eva-Lena

[Alberto Consonn]

Yes, best way to keep in contact with your ServiceNow account reference, he will be able for sure to speed up the resolution of your incident.

Hope you'll be able to fix your problem soon!

Please, remember to mark Correct or Helpful if you find my response useful.

Cheers
Alberto

[dougconnell]

Good Question. I tried to escalate my Case CS6273071 via Kodi.  Kodi was pretty useless.  Its the 8th day for a Case with a very well defined problem.  Still no real response from SN Support.  I don't even know if the case has been escalated to 2nd level.  Its hard to get a real update.