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Service request levels are a way of grouping service requests together based on complexity of the issue. This feature enables
organizations to create multiple support tiers for ticket
escalation. Organizations will now be able to route open requests based on the
varying skill levels of technicians. New requests will be assigned to a Level 1
technician for initial diagnostics and support. In the event the Level 1
technician is unable to service the request they will be able to escalate the
issue and have it route to a Level 2 technician. Escalation routing schemas will
be predefined based on the type of issue that is being requested and/or the
location the request is sent. All of the level and escalation configuration is fully customizable.
Level Configuration - (screen shot)
Worklist - (screen shot). Shows levels on the service request worklist.
Change Level Screen - (screen shot). Shows manually changing the level on a service request.
Transfer - (screen shot). Shows the ability to Escalate and Descalate a servie request.
Advanced Search - (screen shot). Shows search functions after levels are enabled.
bigWebDesk Message Board post about Levels and Escalations.
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