Escalate a request

After 30 minutes, for incident requests that are unclassified or classified as P1 or P2, an Escalate button displays on the portal. This option to escalate an incident ticket will help you get more information about what is going on. This will send a call to the people that are working on the ticket saying that the client is asking for an update.

Cancel a request

You can cancel an unclosed ticket at any time using the Cancel button that displays on the portal.

Reopen a request

If you are not satisfied with a resolution, you should reopen your request instead of submitting a new one.