...
As soon as it becomes clear that the initial ticket owner is unable to resolve the incident, it must be escalated to the appropriate second-level support team. For incidents that have been received via a phone call, calls should be warm-transferred to the appropriate second-level support and the ticket then assigned to the corresponding team. Contact information can be found here.
- Escalation to other tiers reflects expectations documented in the KB or internal documents, i.e. it doesn’t appear CSC staff is guessing where the case should go, resulting in a significant number of reassignments.
...