Escalate an Incident

Use the Incident Form in the CSM Desktop Client to escalate an Incident.

Note: This functionality is only available if you have applied the Automatic Incident Escalation mApp Solution. For more information, refer to the mApp Solution Tech Notes documentation.

To escalate an Incident:

In the CSM Desktop Client, log a new Incident (New>Incident).
A new Incident record is created.
Record the basic details:
1. In the Requestor field, type the name of the Customer who initiated the contact, and then press ENTER or TAB to search for the Customer Record.
  Note: If an exact match is found, the Requestor fields are auto-populated with the Customer’s name, avatar, e-mail, and phone. If multiple matches are found (ex: Multiple Customers named Steve), the Contact Manager opens so that you can select the appropriate Customer.
2. Short Description: Type a concise description of the Incident.
3. Description: Type a detailed description for the Incident.
4. Call Source: Select a source for the initiation.
After all required fields are completed, the Incident automatically enters the Classify phase.
Classify the Incident:
1. Service: Select the affected Service.
2. Category: Select the affected Service category.
3. Subcategory: Select the affected Service subcategory.
  The Ownership Team field auto-populates based on the defined Default Team.
4. Priority: Click the Priority drop-down to reveal the Priority Matrix (determined by invoked SLA), and then click a priority number.
5. Major Incident: Select this check box if the Incident/Request is causing serious interruptions of business activities, and requires shorter timescales and greater urgency to resolve.
6. Primary CI: Click the CI Selector button to launch the CMDB window, and then select a CI.
(Optional) Escalate the Incident to the second-level Team.
Note: All required fields must be complete before you can escalate the Incident.
1. Click the Escalate to Level 2 and 3 button in the Incident Actions section of the Quick Info Tile.
  A window opens prompting you to define a reason for escalating the Incident.
2. Type the reason for escalating the Incident.
3. Select OK.
  A Task Form opens in the Form Arrangement.
  Note: The Title, Type, Description, and Owned By Team fields are auto-populated based on the Incident Subcategory Form.
4. Complete the Task Form.
(Optional) Escalate the Incident to the third-level Team.
1. Click the Escalate to Level 2 and 3 button in the Incident Actions section of the Quick Info Tile.
  A window opens prompting you to define a reason for escalating the Incident.
2. Type the reason for escalating the Incident.
3. Select OK.
  A Task Form opens in the Form Arrangement.
4. Complete the Task Form.
Complete the Incident logging process.