I know this isn't an ITIL standard, but has anyone figured out how to escalate an incident based on a high priority request. Our scenario is to queue an incident to an engineer's team and if a manager over the affected user disagrees with the priority or needs a shorter resolution time they can call in and request an escalation. The incident will not go to a different group; it will just get a higher priority which will also affect the SLA and will email the incident owner/queue that an incident has been escalated. I don't see a data event that would allow me to recognize a change in the priority, i also tried to modify the incident types, but again there is no data event that would allow me to recognize a change in incident type. Thanks in advance for any input on this one.
I need a solution