Escalate an incident in Proactive Service Experience Workflows

Escalate an incident to continue the investigation and diagnosis of that incident. By escalating an incident, you can ask for help from a more-experienced resource so that the issue is resolved more quickly.

시작하기 전에

This task assumes that you have been working on an incident and you must escalate it to the next escalation group.

주:

Be sure that the administrator has assigned this role to the escalation groups. For information about how administrators assign roles, see Assign a role to a group.

Role required: sn_ind_tsm_core.noc_agent

프로시저

1. In the Service Operations Workspace, navigate to List > Incidents > Open and select an incident.
2. On the incident record form, from the drop-down list at the top-right corner, select Escalate.
3. In the Capture notes for the escalation pop-up window, enter a descriptive note and select Escalate.
   This action triggers the subflow for the next level of escalation group, and the Assignment Group automatically changes to the next escalation group.

결과

• The state of the incident task for the previous engineer is set to Closed Complete and the work note is logged.
• An incident task is created for the newly assigned user with the state set to Work in Progress.
• A work note in the activity stream provides instructions for the engineer at this level of escalation.
• The incident Stage is updated with the next escalation level.
• The Assignment Group is updated according to the escalation level.