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New sub-ticket for 2nd level support?

Posted: Fri Dec 06, 2019 2:18 am
by hob
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 several teams involved to solve an issue.

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

regards
hob

Re: New sub-ticket for 2nd level support?

Posted: Sun Jul 19, 2020 7:05 pm
by jroberts
Most definitely! Ideally (assume your ITSM tool will) you should keep a parent incident and issue tasks (or a child incident) linked to the parent. However, if the issue is being handed off and that team will complete and resolve the incident should be transferred.

The only gotcha here is metrics. You might not be able to accurately report on all the incidents your team worked.