Escalation & reassignment

Escalate to EquipNet

For equipment your team can't fix — specialist devices, missing tools or expertise.

1. On the ticket, select Escalate to EquipNet.
2. Add Technical notes for EquipNet and an optional photo or document.
3. Select Escalate.

The ticket becomes Delayed and moves to EquipNet for review. EquipNet assesses it and your facility receives a quote. Escalated tickets are counted on your dashboard.

Reassign a ticket

Head: on the ticket select Reassign, pick the engineer and a reason (workload, expertise, availability, shift handover, branch coverage, other), add handover notes and Confirm reassignment.

Member: select Request reassignment and Send for approval. The Head reviews it in Reassignment requests and chooses Approve and assign or Decline to queue.

Return to the queue

Select Return to Queue, give a reason and Confirm return. The ticket goes back to the unassigned pool.