Escalating Incidents to Problems

If you determine that you must escalate an Incident to a new Problem, you can do so using the Escalate button available on the Incident Table or Incident Form.

On the Incident Table, select the Incident record to escalate and click Escalate or on the Incident Form for the selected incident, click Escalate.

The Escalate Incidents dialog appears with the selected Incident checked.

If needed, select additional Incidents that will also be associated to the new Problem record.

Click Escalate.

The Incident Escalated dialog appears.

It confirms the Problem was created and provides a link to the newly created Problem record. Click the link to go to the newly created Problem record or click Close to return to the Incident Table.

If you follow the link to the newly created Problem record and click To Form, you can see the Problem record has one or more Associated Incidents.