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.
