Incidents › Add Activities to an Incident › Escalate

Escalate

You can escalate the priority of an incident in order to direct more attention to the incident and increase the speed with which it is resolved. You may need to escalate an incident that has been outstanding for too long or demands an immediate response.

To escalate an incident

1. Select the incident from the Incident List page on the Service Desk tab.

   The Incident Detail page appears.

2. Choose Activities, Escalate.

   The Escalate Incident page appears.

3. Enter the New Priority and update the other activities fields as appropriate.

   See Activities Fields for field descriptions.

4. Click Save.

   The priority of the incident is escalated, and the activity is recorded on the Activities tab on the Incident Detail page.