Escalation Ticket

The Escalation feature is available in the Ticket menu of the Service Portal AI. When this feature is activated, the system will automatically send a notification to the Operational Manager and escalate the issue up to the Director level until the ticket is resolved. To use this feature, follow these steps:

• On the Ticket page in the Service Portal AI, after successfully creating a ticket, click the Subject of the ticket from the ticket list.

• On the Detail Ticket page, click the Escalation button.

• A confirmation window titled Escalation Confirmation will appear. It informs you that if you proceed, the system will automatically notify the Operational Manager and escalate the issue up to the Director level until the ticket is closed. Click Confirm button to proceed with the escalation process, or click Cancel button to abort the escalation.