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Escalate a ticket

Escalation uses the eligible contacts and order configured in Triage Rules.

  1. Select the available Escalate action on the ticket.
  2. Read the Escalation reason, if displayed.
  3. Review the Escalation contact. The first contact may be marked next in chain; choose another available contact if needed.
  4. Choose Scheduled Duration.
  5. Select an available slot for the chosen contact. A suggested slot may be marked Next available.
  6. Select Confirm Escalation and review the updated ticket.

Confirmation is unavailable until a slot is selected. If there are no eligible contacts or slots, follow the explanation in the dialog. Eligibility is controlled in PSA Members, and the contact order is saved in Triage Rules.