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!

[k_s_]

Well, everything is going through the Support Desk before going to the Advanced teams and this will be the same after we implement Service Now. Our main point of discussion is 'ownership';

Because we don't have the bodies to carry the ownership of all incidents, we would like to change ownership to the advanced team when the incident is assigned to them. However, we have some off shore advanced teams that only speak English, which is not the mother tongue of the local end users, so we can't allow them to communicate with end users. Which brings us back to keeping ownership at Service Desk level, which is understaffed.

None of the above mentioned factors is going to change any time soon.