Moving incidents between teams - Best practices?

[chrisfreeman]

What are best practices for moving incidents between teams ? We have just started out and looking for information on how best to handle incidents that leave the service desk to other teams.   Specifically :

1. How should the escalation team move the incidents back to the service desk ?
2. How do I create child tickets or tasks related to the original incident (update schema, add user to db, change name, etc) that may cross different teams?
3. Any other suggestions on how to setup notifications to best ensure our incidents are handled in a timely manner ?

Thank you for your assistance!

[Brad Tilton]

Hi Chris,

The typically solution we see for this is for the service desk to use the assignment group field to reassign the incident to another team. You can send notifications on reassignment and run response SLAs as well. If your service desk still wants to track it they could put themselves on the watch list or you could do that automatically.

[chrisfreeman]

Does the escalation team then also communicate with the user and resolve the incident ?

[Brad Tilton]

I've seen it both ways, and I think it really just depends on your culture.

[JBark]

We've had this issue thru three different incident management tools   What seems to work best, if we can get everyone to buy in, is to not send the tickets back to the Service Desk, but assign directly to the correct team with adequate journaling and a phone call for high priority issues.

We're a hospital and that time lag playing ping pong with tickets is not just acceptable.