Accepting a ticket that has been escalated from Mission Control
Notifications on ticket escalations will show up in your Slackbot channel. If the ticket is still available, it will not have a primary resource attached.
If the ticket was escalated because it's a new customer or new device setup, technicians can ignore it. The office administrator will schedule it. Otherwise, it's very important that help desk customers feel responded to promptly:
Determine if you have time to respond to the ticket contact. If so,
"Call" the ticket by announcing in the #all_ggit channel that you are taking it.
Open the ticket for editing.
Use the ticket template "receive from Mission Control" to set the correct parameters on the ticket. (This sets Office Admin as secondary resource.)
Add yourself as the primary resource.
You are now responsible for this ticket.
Escalation Statuses
Tickets escalated from MC to GGIT will have one of four ticket statuses:
No action required. AT WF rule will set ticket status to "Waiting Customer." Ticket contact will receive automatic reminders. If Ticket contact doesn't respond after three (?) reminders, ticket will complete and Ticket contact will be notified.
The other three statuses require prompt action.
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