Escalation
Goals
The fourth step of the Application Maintenance process is escalation. In case of complexity, when a ticket can not be solved in 2 days, then it goes to the escalation step. The goal of this step is to solve complex tickets. They will be stored in the Scrum environment as a Technical Debt category.
2. Scope
Working instruction covers enterprise application employees in Europe.
Responsibility
Scrum team: It participates in solving the ticket.
Manager: He can monitor the troubleshooting and if there is a problem, he can brainstorm solutions.
User: He can communicate with the developer, if there is a misunderstanding with the ticket details.
Process
The third sub-category of ticket management is issue escalation. Ticket escalation is the procedure a business uses to pass a customer concern forward to a manager or higher-level support representative. A speedy resolution should always be the aim of ticket escalation. Your consumers will be pleased the less they have to wait.
By default, all of the tickets must be completed in 2 days. But, in case of complexity, the team may need more days to solve the problem. These tickets will escalate to a second level of support which is the Scrum team. They will be registered as product backlog items in the epic category - Technical Debt.
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