Escalating and De-escalating Incident Tickets

Scenarios

If the incident level is inconsistent with the actual situation during incident handling, you can escalate or de-escalate the incident. Note: The incident level can be changed only after the incident is acknowledged. You can add an approval flow for incident downgrade. For details, see Reviewing an Incident. Once configured, the approver must approve or reject the incident downgrade request if it meets the conditions.

Escalating and De-escalating an Incident Ticket

1. Log in to COC.
2. In the navigation pane, choose Fault Management > Incidents.
3. On the Pending tab page, select the target incident ticket and click its title.
4. Click Upgrade and Downgrade in the upper right corner.
5. Set parameters.

   Table 1 Parameters for escalating and de-escalating an incident ticket

   Parameter	Description
   Incident Level	The options are P1, P2, P3, P4, and P5. NOTE: Default incident levels: P1: Core service functions are unavailable, affecting all customers. P2: Core service functions are affected, affecting the core services of some customers. P3: An error is reported for non-core service functions, affecting some customer services. P4: Non-core service functions are faulty. The service latency increases, the performance deteriorates, and user experience decrease. P5: Non-core service exception occurs, which is customer consultation or request issue.
   Description	Enter the service impact and reason for the escalation or de-escalation.

6. Click OK.

   The incident is escalated or de-escalated. If a downgrade approval flow is added for an incident, the approver must review the downgrade application that meets the conditions.