Escalation · WORKFLOW

Acknowledge and escalate critical requests

For urgent tickets, ask a teammate to acknowledge the request. If it is still unacknowledged after 10 minutes, advance its escalation path. A person records recovery evidence on the ticket.

7 stepsticket event trigger

01 / HOW IT WORKS

See the path before you use it.

TRIGGERCritical ticket arrives

CONDITIONIs urgent?

SUPPORTShow the response checklist

WAITAllow 10 minutes to acknowledge

CONDITIONHas work started?

SUPPORTEscalate the unacknowledged request

SUPPORTRecord why it escalated

02 / BEFORE YOU PUBLISH

What it needs from you.

Set an escalation path and make critical alerts urgent at intake. Confirm the customer and equipment details before publishing this process.

Opens as an unpublished draft Your credentials stay in your workspace