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In Service Desk Management, If an incident raised and not resolved by initial assignee or L1 support person within specific time , then transfer of that incident to L2 person happen autometically ? or have to do it manually ?

Question asked by indranil.mass on Jul 26, 2016
Latest reply on Feb 22, 2017 by Lindsay_Estabrooks

In Service Desk Management, If an incident raised and not resolved by initial assignee or L1 support person within specific time , then transfer of that incident to L2 person happen autometically ? or have to do it manually ?

 

I've configured area based auto assignment , and it work also , but if that 1st assignee failed to solve that incident then how can I set the 2nd assignee or L2 level analyst for that incident ? or I have to do it manually ?

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