Number:  PM0003
Creation Date:  2013-12-22
Category:  Incident Management
Effective Date:  2017-12-20
Type:  Procedures
Last Reviewed:  2019-06-03
Version:  2.1
Scheduled Review Date: 2020-06-03
Security Classification:  Public
Status:  Approved


The purpose of this document is to guide the GoA Service Desk (SD) and support teams on how to handle a request to escalate a ticket. Escalation engages the support team and the appropriate level of management to address business needs.

Keywords: Incident/USR Escalation