Subject: Check History - IMP & Urgent
From: Subir Chakma <[email-masked]>
To: Jeannina Ruth <[email-masked]>, Ronald Pedrosa <[email-masked]>, Mohd Ahmed <[email-masked]>, Intikhab Ahmed <[email-masked]>, 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]>, Sanjay Dutt <[email-masked]>, Vivian Guo <[email-masked]>, "Kaeiara Blythe R. Delfino" <[email-masked]>, Gelna Genusolango G <[email-masked]>, Subir Chakma
Date: Wed, 10 Dec 2014 19:58:10 +0530 (IST)

Hello All, 

We MUST check history, no matter how busy we are, no matter what status of the case is- new or old. 

Becauase we are not checking history, 

 - we have multiple tickets being handled by different agents for same case 

 - we have duplicate tickets pending thou issue has been resolved in another ticket 

 - wasting our time in investigation while realizing finally that matter has been resolved by another agent. 

 - multiple escalations to L2 & L3, which is not acceptable. 

LTK1221602396930X - Amandeep 

Handled on 7th. Should have checked for another ticket for same case under LTK1221602397112X. 

LTK1221602397112X - Kaeiara 
Handled case on December 9, 2014 and shud have checked history to avoid duplicate escalation L3. 

We got a complaint from L3. 

Regards 
Subir