Escalate an Incident

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

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.
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.