On occasions, customers need to escalate their service request for various reasons. This might include that the customer had issues with the service performed or they believe the service has not been completed yet (if the request has been closed.) They might have concerns about the length of time it is taking for the request to be completed. (Note: The time to close many requests has increased due to the reduction in staffing.)

To escalate ITD service requests, you can use the following two methods:

Call 213-241-5200 - Select option 0 and ask to speak with a supervisor (Note: Only use this method if a service request had already been opened for the item. Do not use this method to open new service requests.)

Use Customer Self-Service to open an escalation request with the Service Desk. This will be processed and submitted to the group that worked on the original request. A Service Desk agent will contact the supervisors for that group to notify them of the escalation.

To open this request:

Select Applications in the Category section of Ticket Details

Select Escalation of a previous Service Request in the Problem Type section of Ticket Details

Include the following two items in the applicable section of the Description field:

- Request # of ORIGINAL request: (i.e. IMxxxxxxx or SDxxxxxxx)

- Reason why you feel the request was not completed successfully or other issues with the service completed

Make sure your contact information is updated and complete, including your email address.

Please allow at least 24 hours for a response to your escalation.