Manually escalation trigger
Hi team,
I have a case and need your help with proper solution.
Scenario: Incident request was assigned to Agent A when he is on shift with Medium priority. But after that, he out of shift and impact is increasing. From requester perspective, we would like to allow them manually trigger escalation up to another agent (Agent B) who is working on shift to pick up and handle this incident ASAP.
But we don't want to allow requester to change assignee of request.
Could you please advise solution for us and How to achieve it?
Thanks,
I have a case and need your help with proper solution.
Scenario: Incident request was assigned to Agent A when he is on shift with Medium priority. But after that, he out of shift and impact is increasing. From requester perspective, we would like to allow them manually trigger escalation up to another agent (Agent B) who is working on shift to pick up and handle this incident ASAP.
But we don't want to allow requester to change assignee of request.
Could you please advise solution for us and How to achieve it?
Thanks,