Feedback and Escalations Process - Staff & Students
This process is to enable the customer to feedback or escalate on any items or the service they have received from IT Services via the raising of an Incident or Service request to help to improve out service provision.
How to Escalate a Ticket in ServiceNow
- Open the Self-Service Portal via the following link: https://helpdesk.qmul.ac.uk/esc
- Navigate to the "Tickets" section.
- Select the ticket you wish to escalate.
- Once the ticket is open, click on the "Actions" button.
- From the dropdown menu, select "Escalate".
If the Escalate option is not available in the Portal
- This may happen if the resolution SLA has not breached or the ticket has been closed
- Email Its-escalations@qmul.ac.uk and provide the ticket reference and the reason for the escalation
Escalation Process
For more information on Escalation process, please click here Escalations and Feedback Process [PDF 325KB]
*Please follow these processes wherever possible*
Requirements
ServiceNow ticket reference number
Criteria
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Feedback on Service Desk ticket management,
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Feedback on general IT Services,
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Positive or negative feedback.
Workflow
Escalations and Feedback Process [PDF 325KB]