We've noticed escalations works pretty well. But there are some cases where the original Support Representative should keep the ownership of the Service Request while having internally a college helping him. Let me describe this situation:

.- A customer (contact) open a SR.

.- The Support Representative assign it to himself.

.- After the initial troubleshooting (1st and 2nd line) he realizes he needs to escalate the call to a backline engineer. But this last one, shouldn't have direct contact with the customer as he only supports engineers inside the support center. Therefore, a new internal SR should be created inside the original one, in order to allow the communication (internal only, the customer shouldn't see this communication) between the Support Representative (1st/2nd line) and the backline engineer (3rd line).

Please take a look at this example, there might be more ManageEngine customers using SCP that could be interested on this.

Thanks in advance,

Roberto.