Escalate or put a ticket on hold
Escalating or placing an issue or request on hold now requires a predefined reason and notes before the status change is accepted.
Escalate an issue or request
Escalating returns the ticket to a manager for reassignment or decision.
Open the issue or request in Service Desk.
Change the status to Escalated.
Select an escalation reason from the dropdown:
Request cancellation
Needs manager input
Blocked by dependency
Priority or scope question
Other
Fill in the Notes field with the required context.
Submit the status change.
The ticket returns to the manager who assigned it, or becomes unassigned for any manager to pick up.
Put a ticket on hold
Use On Hold when work must pause temporarily.
Open the issue or request in Service Desk.
Change the status to On Hold.
Fill in the Notes field with the required reason for the pause.
Submit the status change.
Required fields
Both Escalated and On Hold require you to fill in the Notes field before you can submit the change. The form shows validation as Notes are required if the field is left empty.
Notes are required for both Escalated and On Hold. You cannot submit the status change until the Notes field is filled.
Who can do this
Managers and members can escalate or place on hold tickets they are assigned to. Managers can also change the status of any ticket.
What happens next
Escalated tickets appear in the manager’s list with the chosen reason and notes visible. On-hold tickets stay in the list with the On Hold status until someone moves them back to Open or Review.