Escalating a Ticket to a Tier 2 or Tier 3 group

How to I escalate a ticket to a Tier 2 or Tier 3 escalation group

 

Escalating a Ticket

Escalating a ticket to a different group may be necessary when the current team cannot resolve the issue, and a specialized escalation group is available. In cases where no Tier 2 or Tier 3 groups exist, the ticket should remain with the default group, which can delegate tasks to other teams as required. By transferring the ticket, subject matter experts from the new group can gain insight into the request or problem and work towards a resolution. It is important to note that not all service or service offerings have designated escalation groups. The following process outlines the necessary steps for escalating a ticket to a Tier 2 or Tier 3 group.

• Use TDNext to open the ticket that needs to be escalated.
• To access the service or service offering, click on either the service or service offering link located in the Tickets General tab. If Service Offering is listed click on the Service Offering link. If only Service is listed, click on the Service link.

• The service / service offering window will become accessible, allowing you to review the escalation group (Tier 2 or Tier 3) for the ticket. Please copy the name of the escalation group needed and then close the service window. If no Tier 2 or Tier 3 groups are visible, it indicates that there are no escalation groups, and the responsible group should be designated as the Default Group.

• From the General tab of the ticket select the Action button, then select Update from the drop-down list.
• From the Update window you can paste the escalation group name into the Responsible field, then select that group from the Responsible field drop down list once it appears.

• Select the Templates button located at the top left of the Comments area. Select “General” then “Ticket Escalation” to add Ticket Escalation response template to the comments. Paste the escalation group that you copied from the service window to complete your comment. Add any additional comments you believe necessary.

• The Comments area also displays the “Make comments private” check box. This check box is checked by default. If this check box is checked your comments will only be visible to DoIT Ticketing users when they open the ticket. If this checkbox is not checked your comments will be visible to the requestor and other people associated with the ticket.

• The Notify field allows you to send the TDX ticket updated email to groups or individuals associated to the ticket. Selecting the Notify All Users icon will add all associated groups and individuals to the list to be notified. Selected the “X” next to each group or individual will remove them from the list to be notified.

• The Notify Other People field enables you to send TDX ticket update emails to additional Faculty, Staff, or Students. If you have a Name, Email Address, or Student/Employee number, you can enter it here, and the type-ahead feature will assist in narrowing down your selection. Alternatively, you can click the magnifying glass icon to perform a comprehensive search for other individuals to notify.
• The Other Email Addresses field enables you to send the updated TDX ticket email to additional email addresses beyond the University of Missouri. Please ensure that the addresses are listed in a comma-separated format.
• The Attachment(s) field allows you to attach documents to be sent out with the TDX ticket update communication.
• The Knowledge Base Article allows you to associate any TDX Knowledge Article with the ticket.
• To save and distribute the TDX update notification email, click on Save at the top of the Update window.

 

Please contact the Division of IT Enterprise Service Management team servicemanagement@missouri.edu for any additional assistance you may need with TDX.