Would like the ability to "de-escalate" a ticket

score 5
Voted on 5 times. You have not voted. Implemented

We enjoy the feature of not allowing tickets to be reassigned to techs outside the level the ticket is currently on. Sometimes, however, we run into tickets where the ticket has either been accidentally escalated a ticket too high, or needs to be sent back to a tech on a lower level for corrections. Currently the only way to do this is to change the request type away from what the ticket is for, and set it back; this causes the ticket to revert to level 1. It would be nice to have a button to de-escalate a ticket down from the level you are at to a lower level.


Vote history

SolarWinds uses cookies on its websites to make your online experience easier and better. By using our website, you consent to our use of cookies. For more information on cookies, see our cookie policy.