Problems › Add Activities to a Problem › Provide a Reason for Escalating the Ticket

Provide a Reason for Escalating the Ticket

If your priority calculation settings let you change Urgency and Impact values, you provide a reason for escalating the ticket. If priority calculation is not enabled, you can edit the priority field.

To provide a reason for escalating the ticket

1. Open a ticket, such as an Incident or Problem.

   The ticket detail page appears.

2. Modify the Urgency or Impact of the ticket.
3. Click save.

   The Escalate detail page appears and displays the current, read-only values for Priority, Urgency, and Impact.

4. Enter a reason for why you want to change the Urgency or Impact.
5. Click Accept.

   The ticket is modified and the activity log updates with your changes.