Subject: Fwd: How to escalate correctly-
From: Subir Chakma <[email-masked]>
To: Shradha Tara Chatterjee <[email-masked]>, "Pankaj Sharma" <[email-masked]>
Date: Thu, 30 Jun 2016 18:58:22 +0530 (IST)

Subject: Fwd: How to escalate correctly- 

How to escalate correctly- 

Step 1 - 
Add a proper NOTE in the ticket. 
Use one of the available template for common issue. 
For issues wherein template is not available, you can create your own on similar format. It should have customer details, issue description, and what needs to be done. 

Step 2- 

Copy ticket number and paste it in the 'Search' field. First circle. 
Select 'Pending Internal'. Second circle. 
Select 'Category' of the issue. Third circle. 

Then release the ticket. The status will then changed to Pending Internal. 

Step 3- 

Search the Ticket and check it is 'Pending Internal'. First circle 
Click on 'Transfer'. Second circle 
Select 'Reassign to Skill' and then select Relevant department from the drop down list. Third circle. 
Click on OK 

Step 4 - 

Recheck to ensure ticket has been properly and successfully escalated. 

Under Skill - It should be relevant department 'Skill' group like L2, L3, Finance Admin etc. First circle. 
Under Status - It should be 'Pending Internal' always. Second circle. 
Under Routing - It should be 'In Skilll Queue'. Third circle. 

Regards