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New sub-ticket for 2nd level support?

Posted: Fri Dec 06, 2019 2:18 am
by hob

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 several teams involved to solve an issue.

What is the right way according to ITIL:
Forwarding the original ticket to 2nd level support
create a new subtask ticket for 2nd level support?
Please let me know your kind reply.