Escalating Incident Phone Calls

Now that goals are formally set, we need to begin escalating Incident phone calls that the CSC cannot resolve on first contact.

As soon as it becomes clear that you are 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.  

You will find a list of phone numbers for other teams on our wiki at https://wiki.itap.purdue.edu/display/itapcsc/Incident+Escalation+Phone+Book

The list is incomplete at this time but will continue to be updated as we receive new phone numbers.  Please start escalating calls nowand let me know if you receive any feedback. 

Further information regarding Incident handling can be found at https://wiki.itap.purdue.edu/display/itapcsc/Incidents