---
title: "Service Request Manual escalation"
slug: "service-request-manual-escalation"
updated: 2026-08-21T07:12:30Z
published: 2026-08-21T07:12:30Z
canonical: "help.symphonysummitai.com/service-request-manual-escalation"
stale: true
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Service Request Manual escalation

Use the following API request to escalate the other user incidents.

| **Service Name** | **HTTP Method** |
| --- | --- |
| IM_SR_ManualEscalation | POST |

**Sample Request**

```json
{     

    "ServiceName": "IM_SR_ManualEscalation",

    "objCommonParameters": {

        "_ProxyDetails": {

            "SAASOrgID": "0",

            "LoginUID": 0,

            "RequestType": "mobile",

            "MobileVersion": "5.10.3",

            "Password": "test@123",

            "AuthType": "FORM",

            "ProxyID": 0,

            "OrgID": "1",

            "TokenID": "",

            "ReturnType": "JSON",

            "UserName": "abc.xyz.com"

        },

        "UserId": 1198,

        "Instance": "Info",

        "TicketID": 29057,

        "ModuleName": "IM",

        "Escalation_Level_ID": 1,

        "RequestType": "mobile",

        "Remarks": "ces",

        "IsExecutive":false

    },

    "IsEncryptionEnabled": false

}
```

**Request Parameters**

| **Parameter Name** | **Type** | **Description** |
| --- | --- | --- |
| UserName | STRING | Username of the logged in User. |
| Instance * | STRING | Name of the Instance. Example: Information Technology. |
| TicketID | INTEGER | Unique ID of the escalation ticket. |
| ModuleName | STRING | Name of the module for which escalation is happening like Incident, Service Request. |
| Remarks | STRING | Remarks or message after escalation of ticket. |

#### Sample Response - Positive

```json
{"Errors":"","Message":"Incident escalated Successfully","Output":null,"TokenID":"B215967736203A09FFB9666C8F0AE1A77A7E8E74A64F096018FA79E1DA9F2F7DFEB63DF3B44CD6A4B3387EAA5125DF3F9B17D20A789BCFE8BC15A748C8AA9A1F5AD0628AB918CB554E09F4B816CE1B6944A7F5D964894E3B9ACA75EA1F2661DC2A41AA02DB9299000868DA32E6DCEB2C3E9BCFFF0179A0DB0DE70A475CE63F048CB8833C1C0EEA12B41A92FA78A6D960F5E2201857BEADA410FC07DE4B5FB48E","OrgID":0,"OutputObject":null,"OutputID":0,"Input":null}
```

#### Sample Response - Negative

```json
{"Errors":"Unable to Escalate Ticket: Unable to update the incident.User don\u0027t have previlage to Edit other user\u0027s incident.","Message":"","Output":null,"TokenID":"E10EFFC98DD01BA6BE492FF4BA79100E03D1CB5A038E74123E35BC882B523F7A7CFB704603FAFE527EBBAA35985F62398646CF8FA8D052F53DCECF4646F5602A5129966A476B1E2A2F29B77DB3D4632511CF76BDBAA0D08A2AC99B3D5450DAD2E65964D977774BD5A38064F040F795AFCF39507CD25DF6877E5564D3CE0E09254B9C8E6E4E5E12961171B1C4EA683FF04320257C067DD5FB3A920DA818A9A571","OrgID":0,"OutputObject":null,"OutputID":0,"Input":null}

{"Errors":"Unable to Escalate Ticket: Incident escalated already or Escalation_Level_ID is incorrect","Message":"","Output":null,"TokenID":"21607B973C9690535E29A05CF3EF14AC5BFD38CD986A72D43B3CB03B19D5A0350B1D124248ADCA18A992D28188D25A41EC9CFB2377D2D65BF82BE30EA0FC20C18931F0CC712AE1C1D26883EB1C5C891E2893ABC4BD91EF179EC5AAA1B6439DA71E05F30D972C1AAA51BD98421FDA3EE0959277C54982EB82AB3BE23C22F91F2B23872ED4949B8CD84FAF5ECAA6527A7921A16DBD201255F653B54590EF4205E6","OrgID":0,"OutputObject":null,"OutputID":0,"Input":null}
```