You can escalate a ticket to a manager or a group. Your organization defines specific escalation levels that are used when a ticket is created. If you need a manager to review the ticket, you escalate the ticket. Escalating a ticket does not modify the ticket status. It marks the ticket as escalated and sends information to the audience your organization has set up for escalations.
Ensure that the ticket is active.
Click the Escalate Ticket link.
Enter the information, including the escalation level and the Reason Code. Include a note if applicable.
Click OK to escalate the ticket.
