Lumen help

Escalating a repair ticket

To escalate a repair ticket:

  1. Click Service Mgmt, then Ticketing.

    Control Center lists all tickets created in the last 90 days, including tickets Lumen created on your behalf. By default, tickets are organized by the date the ticket was created (starting with the newest). The Status column shows the status for each ticket: New, Assigned, Pending, Closed, Canceled. Potential tickets are marked with a green flag.
Ticket Summary
  1. Click anywhere on the row for the ticket you want to escalate.

    Control Center displays details for the ticket you selected.
Repair Ticket Details
  1. Click Escalate.

    Control Center shows the current level for the ticket, the next level you can escalate to, and the maximum escalation level. If it hasn't been an hour since your last escalation, you'll see a message telling you how long you have until you can escalate again.
Escalate Ticket
  1. Type the reason you're requesting an escalation.
  1. To let us know whether you want to be contacted, in the Callback Required? field do one of the following:

    • To be contacted by Lumen, select the Yes radio button.

    • To not be contacted by Lumen, select the No radio button.
  1. Click Escalate.