Create new ticket for 2nd level support?

General discussion on all aspects of the IT Infrastructure Library (ITIL)
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Joined: Wed Dec 04, 2019 2:49 am

Wed Dec 04, 2019 3:07 am


I'm new to this forum. I'm sorry if this question was already answered.

Our Service Desk is forwarding an incident to 2nd level support by assigning the original customer ticket.
Sometimes different 2nd level teams have to process the incident in parallel.

I think Service Desk should keep the original ticket and create one (or more) sub tickets for 2nd level support.
In case 2nd level requires 3rd level support a new ticket should be created by 2nd level for 3rd level support.
And I think Service Desk as a Single-Point-of -Contact should do all conversation with customer.

What do you think, how should this be handled according to ITIL?

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