Agent Guide: How to Escalate an Incident
Agent Guide: How to Escalate an Incident
- In the Wavity platform, handling and updating incidents as an agent is a simple and intuitive process.
- Note: The steps outlined below serve as general instructions and can be fully customized to meet specific organizational needs; however, the core workflow remains the same.
- Agents with the appropriate access can log in using their credentials and will be directed to the Agent Interface.
- From the Agent Interface, Click on any of the open incidents.
- In the Resolution section of the incident: Click on Yes to Escalate the incident. Note that the Wavity ITSM platform also supports automatic escalation based on predefined rules.
- Select the level of escalation from the dropdown.
- Provide a brief reason for the re-assignment in the designated field. Click Submit to complete the process.
