Escalation

Escalation of a ticket can mean two things.  

1. The first and most common escalation scenario simply means that a first tier service desk team member comes to the end of his or her diagnostic abilities or access scope so the issue is 'escalated' to a second or third tier resource on the team who can take over and dive deeper into exploring a resolution to the request.  In these cases, the issue is not being bounced around, but targeted to resources that can provide a deeper level of service.

2. The second scenario referred to as an escalation is when additional attention or oversight is required or desired on a specific request.  These are a few situations where this may be the case:

• A request may seem to sit still for a time and have no apparent motion because work is going on in the background by our team or by a third party supplier and there is just nothing to report yet.
• Some requests take a long time to fulfill and some are simply nerve racking and the person submitting the ticket just wants more updates than are happening in the ticket thread.
• A request may seem simple, but in the course of the work some depth is realized that the requester may not be aware of, so it takes longer than expected.
• The least desirable scenario, of course, is where a request 'falls through the cracks'. In this case, for some reason the request has not gained the attention of the team member or group to which it is assigned and communication has not occurred as it should have.

The service desk staff has a goal of reviewing submitted requests quickly and letting the requester know that it has been seen and directed toward the appropriate staff members or set in the service desk staff queue for fulfillment.  The service desk staff and the production application support team make efforts to set expectations early on in the life of a ticket if they suspect it to be a longer term body of work or if they anticipate that it will take large effort to diagnose and or explore resolutions for the request.

If it appears that a ticket has stalled, or if you are concerned about the level of service you are receiving or have received by the service desk team, please email the Service Desk Manager right away.  We'll get eyes on the request and get it back on track as soon as we possibly can.  Please indicate the ticket number and the concern you have with the issue.

Oregon E-Government Service Desk Manager
Shawn Amsberry [e-mail]
checks email as often as possible

 

Tyler Oregon Director of Operations

Neha Parashar [e-mail]

[phone]