[SDP Cloud] Best practise for escalate between lv1 and lv2
As a common IT operation, some issues/requests need to be escalated from level 1 to level 2 support.
But as my cooperation requirement, level 1 has to comment on what they have done as first checking, these may be a comment, an image, a file...etc so that level 2 can know what level 1 has done before and continue investigating on the issue.
And after level 2 resolve the issue, how they can put the comment for the solution so that level 1 can inform the users and close the ticket?
I know that on the SDP ticket have to ADD Note and create TASK but I don't know what is the best practice for this case.
By the way, to escalate to level 2 support, should I create a new task and assign it to the guy in level 2 or I should use the assign function on the ticket attribute (right-hand site) and assign it directly to the guy level 2.
I'm not sure how to use it.
Hope that can get advice from you so that I can build a good ticket suitable for my company's operation.