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This is the process that should be followed by an Agency CIO, their designee or other VIP to inquire about the status or request the escalation of an existing help desk ticket.

Please reference the following guidelines when preparing Enterprise Service Requests (ESRs) and Addenda.

Once the help desk receives a request for an escalation, the ticket is flagged in Remedy and the tech and group manager are contacted to let them know of the request.