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;
- Manual Escalation
- Automatic Escalation
New → 1st Line of Support → Approve/Reject
↓ ESCALATE
2nd Line of support
Manual Escalation
1) Add 4 Stages
- New
- 1st Line of Support
- 2nd Line of Support
- Closed
![](/wp-content/uploads/2021/12/image-159.png)
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
![](/wp-content/uploads/2021/12/image-160.png)
Add Outcomes;
- Outcome Name
- Go to Stage: Select the Stage this action will go to
![](/wp-content/uploads/2021/12/image-161.png)
Outcome 1
- Outcome Name: Done
- Go to Stage: 1st Line of Support
![](/wp-content/uploads/2021/12/image-162-1024x644.png)
Outcome 2
- Outcome Name: Escalate
- Go to Stage: 2nd Line of Support
![](/wp-content/uploads/2021/12/image-163.png)
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
![](/wp-content/uploads/2021/12/image-164.png)
Outcome 1
- Outcome Name: Done
- Go to Stage: Closed
![](/wp-content/uploads/2021/12/image-166.png)
Outcome 2
- Outcome Name: Escalate
- Go to Stage: 2nd Line of Support
![](/wp-content/uploads/2021/12/image-167.png)
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
![](/wp-content/uploads/2021/12/image-168.png)
Outcome 1
- Outcome Name: Approve – Send back
- Go to Stage: 1st Line of Support
![](/wp-content/uploads/2021/12/image-170.png)
Outcome 2
- Outcome Name: Reject – Send back
- Go to Stage: 1st Line of Support
![](/wp-content/uploads/2021/12/image-171.png)
5) Its now time to Publish!
![](/wp-content/uploads/2021/12/image-172-300x232.png)
Once a ticket has been raised, this is what will appear as options.
![](/wp-content/uploads/2021/12/image-176.png)
Suppose you chose to escalate this request; the 2nd Line of Support should get the options shown below
![](/wp-content/uploads/2021/12/image-177.png)
Once the 2nd Line of Support Approves or Rejects, this will be sent back to 1st Line of Support to close the ticket
![](/wp-content/uploads/2021/12/image-175.png)