Escalation to the next level of support - best practices

An open discussion on issues related directly or primarily to the service or help desk.
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Joined: Thu Apr 03, 2014 8:00 pm

Fri Apr 04, 2014 8:50 am

I am looking at revising our incident tool and the analyzing the use of the tool by 2nd and 3rd level (both internal). Is it best practice to have these group use and update the tickets themselves in real time or should the service desk manage those updates? We are a 24/7 shop.

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Sat Apr 05, 2014 6:58 am


best practice is what fits for your company and in line with your processes.

if you want the Service Desk to be the secretarial service for 2nd, 3rd and other escalation points, then that is your organisation's decision

If, however, the 2nd, 3rd etc have access to the tool, then IMNSHO, they should use the tool - where appropriate
John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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Wed Jul 08, 2015 5:33 pm

The team who can resolve the incident/issue should update their tickets accordingly.

Service Desk will be able to go into a ticket if an end user calls regarding status, and provide feedback.

Some tools will send out a notification when an incident is being assigned to another team. When an incident has been resolved, some organizations place the ticket in a RESOLVED status and let the Service Desk confirm end user satisfaction and then CLOSE.

Other organizations have the Resolver Team Resolve & Close the Incident. IF an incident ticket is of a high priority or for a VIP, it is good common practice to warm transfer (telephone) the team to which you are re-assigning the incident to.
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