Can I escalate the ticket wihtout assigning it to the team.??

Aakhib

I am not assigning one particular request to any tech group. 

I am rather choosing the rules to assign it to the technicians and grouped them under a department so each one can see the tickets.

But in this the problem is 

If the ticket is assigned to tech 1, and at level one there are tech1,tech2 and tech3. and level 2 I have tech4 and level3 I have tech 5. 

If the ticket is assigned to tech1 only tech2 and tech3 can see the tickets and I do not get a button to escalate. what other option I have to escalate the ticket.??

@kellytice @j_a_catlin @typhoon87 @per

j_a_catlin

As far as I can tell from a quick review of it, and inferred from the documentation here:

https://documentation.solarwinds.com/en/success_center/whd/Content/HelpDeskDeescalateTicket.htm

escalations look like they are only possible if the request type is assigned to a tech group.  I haven't dug that far into it to see if there is an option to get around it, but it is the only way I can see it work.  Would be interested to see if anyone else has an answer I am not aware of.

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