Subject: Blx Feedback- Escalation procedure
From: Subir Chakma <[email-masked]>
To: Elvis George Philip <[email-masked]>, "Kartik P. Rao" <[email-masked]>, Khubrooh Siddiqui <[email-masked]>, Iftekhar Ahmed <[email-masked]>, Rizwan Asad <[email-masked]>, Sumit Gogia <[email-masked]>, Amandeep Jangra <[email-masked]>, Alok Kumar <[email-masked]>, Sanjay Dutt <[email-masked]>, Vivian Guo <[email-masked]>, "Kaeiara Blythe R. Delfino" <[email-masked]>, Gelna Genusolango G <[email-masked]>, Subir Chakma <[email-masked]>, Akhil P Walia <[email-masked]>
Date: Wed, 12 Nov 2014 16:16:31 +0530 (IST)

Hello All, 

It is shocking to see so many of you do not know how to escalate tickets properly- Which is mark ticket as Pending Internal, and then re-assign it to specific queue. Pls take time to see below ticket. Not sure if I managed to compile all agents involved here, and their worrisome activities. 

My concern- WHY are you failing to escalate a ticket as PENDING INTERNAL? No one check escalation in Resolved status, not L3 or Finance. 

How difficult is it to mark a ticket as Pending Internal?  Should we go back to school for basic training of LP? Let me know. 

LTK1221601916175X - Return Skill 

October 29, 2014 - Kaeiara 

Ticket re-assigned to Finance Admin but as Resolved. Why? 

October 29, 2014 - Sanjay 

Ticket re-assigned to Finance Admin but as Resolved. 

October 30, 2014 - Sumit 

Ticket status changed from Pending Interan to Resolved, and req-queued to Finance Admin. 

October 30, 2014 - Rizwan 

Ticket status changed from Pending Interan to Resolved, and req-queued to Finance Admin. 

October 30, 2014 - Gelna 

Ticket re-assigned to Finance Admin but as Resolved. 

October 30, 2014 - Sumit 

Ticket re-assigned to Finance Admin but as Resolved. 

October 31, 2014 - Sumit 

Ticket re-assigned to Finance Admin but as Resolved. 

Finally, Mel got the ticket, because it got time-out and queued to her skill. 

November 4, 2014 - Kaeiara 

Took the ticket and requeud to Return as Resolved, without filing return herself. 

Regards 
Subir