Search found 2 matches

by hob
Fri Dec 06, 2019 2:18 am
Forum: The ITIL Service Desk
Topic: New sub-ticket for 2nd level support?
Replies: 1
Views: 3119

New sub-ticket for 2nd level support?

Hello, I'm new to this forum. I apologize if this questions has been discussed already. When our Service Desk can't solve an incindent at 1st level they forward the call to 2nd level. I think they should create a new ticket and forward it as a "subtask" to 2nd level support. Very often there are sev...
by hob
Wed Dec 04, 2019 3:07 am
Forum: ITIL Discussion
Topic: Create new ticket for 2nd level support?
Replies: 0
Views: 567

Create new ticket for 2nd level support?

Hello, I'm new to this forum. I'm sorry if this question was already answered. Our Service Desk is forwarding an incident to 2nd level support by assigning the original customer ticket. Sometimes different 2nd level teams have to process the incident in parallel. I think Service Desk should keep the...