Analyst Guide for Request Support -- Incident/Service Request
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You can create a Service Desk interaction to collect information about a service or support request from a user such as a complaint, an incident, a request for change, a service
If a user requires an ICT incident/service request to be escalated they should contact the ICT Service Desk with the ICT incident/service request reference number and ask to
Service degradation identified End-user performance Security and compliance checked and verified Process complete Incident ticket created Incident ticket updated
When incident closure rejects the incident solution and the incident has an associated service request, incident closure updates the status of the incident to pending change