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:  In Review


We are currently working on updating incident management process documentation due to transition from BMC Remedy to Service Now. In the interim, please use this Service Now Training link (GoA login required).​

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