SteadyPoint Helpdesk Escalation

SteadyPoint Helpdesk Escalation system moves a request from a user or group to another user or group.

There are two ways of using SteadyPoint Helpdesk Escalation system;

1. Manual Escalation
2. Automatic Escalation

New → 1^st Line of Support → Approve/Reject

          ↓        ESCALATE

2^nd Line of support

Manual Escalation

1) Add 4 Stages

• New
• 1^st Line of Support
• 2^nd Line of Support
• Closed

2) Edit “New” Stage

Add Stage Information:

• Status: New
• Stage Name: New
• Assignee (User or Group): Select a person or group that is best suited to make this decision.
• Category: Transition Stage

Add Outcomes;

• Outcome Name
• Go to Stage: Select the Stage this action will go to

Outcome 1

• Outcome Name: Done
• Go to Stage: 1st Line of Support

Outcome 2

• Outcome Name: Escalate
• Go to Stage: 2nd Line of Support

3) Edit “1st Line of Support” Stage

Add Stage Information:

• Status: 1st Line of Support
• Stage Name: 1st Line of Support
• Assignee (User or Group): Select a person or group that is best suited to make this decision.
• Category: Transition Stage

Outcome 1

• Outcome Name: Done
• Go to Stage: Closed

Outcome 2

• Outcome Name: Escalate
• Go to Stage: 2nd Line of Support

4) Edit “2nd Line of Support” Stage

Add Stage Information:

• Status: 2nd Line of Support
• Stage Name: 2nd Line of Support
• Assignee (User or Group): Select a person or group that is best suited to make this decision.
• Category: Transition Stage

Outcome 1

• Outcome Name: Approve – Send back
• Go to Stage: 1st Line of Support

Outcome 2

• Outcome Name: Reject – Send back
• Go to Stage: 1st Line of Support

5) Its now time to Publish!

Once a ticket has been raised, this is what will appear as options.

Suppose you chose to escalate this request; the 2^nd Line of Support should get the options shown below

Once the 2^nd Line of Support Approves or Rejects, this will be sent back to 1^st Line of Support to close the ticket