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Escalate an incident

A user should “escalate” an incident if the incident could be a major incident - such as a serious disruption to services (depending on your organization’s definition).

There are two main ways to escalate an incident - either create a new major incident or link to an ongoing major incident. For either option, you must be connected to an Opsgenie site.

To create a new major incident:

  1. From your service desk project sidebar, select Incidents.

  2. Navigate to the incident

  3. Click Create major incident

  4. Choose an Opsgenie service (note: this will alert the service owner in Opsgenie)

  5. Enter an Incident message and Incident description

  6. Choose the Priority

  7. Click Create major incident

The major incident will now be linked to the issue.

To link to an ongoing major incident:

  1. From your service desk project sidebar, select Incidents.

  2. Navigate to the incident

  3. Click the down arrow to the right of Link issue

  4. Click Link major incident

  5. Select a major incident

Once a major incident is resolved, agents will see the status via the major incident queues.

Note: When a major incident is resolved, the original incident it was escalated from will also need to be resolved manually - the original incident will not automatically update.

Last modified on Mar 30, 2020
Cached at 5:36 AM on Oct 27, 2020 |

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