Within organizations that implement ITIL processes and have a well-defined Service Desk, second and third level support, functional escalations are required when support of a higher-level specialist is requested. (Img 1)
In EriZone powered by OTRS it is possible to map the structure of such an organization into three queues representing the three support levels. Within this queues tickets can be created, moved and resolved.
For a functional escalation, two options are provided:
There are two important differences between these two options:
Let us make some examples of such functional escalations within EriZone:
In case suppliers have access to the EriZone system: split the original ticket, setting the agent as a customer (requestor) of the child, put the child into the supplier queue and eventually assign a new SLA to it (in accordance with the agreements with supplier).
In case suppliers have no access to the EriZone system: split the original ticket, move the original ticket into the third level queue, eventually assign a new SLA to it and forward the child to the supplier (by e-mail).
In case only agents from the SD can communicate with customers: split the ticket, setting the agent as a customer (requestor) of the child, put the child into the second support level queue and eventually assign a new SLA to it (in accordance with the agreements between operational levels) . In this case, customer information should be collected exclusively by the SD agents, recorded within the original ticket and forwarded to the second level using the child ticket.
The agent of the SD is responsible for the communication with the customers, but the second level agents can also “talk” with the customers. In order to avoid that two communication threads are established, on two different tickets regarding the same issue, the splitting option perhaps is not the best solution. SD agents could move the ticket to the second support level queue, but as mentioned before – one ticket allows just one SLA, so the performance measurement for the single support levels would not be possible.
Here an idea could be to provide an automatic ticket creation when the original ticket is moved to the second support level queue. An appropriate SLA will be assigned to the new created ticket and it will be linking it to the original ticket. The new linked ticket will be aimed only at measuring the performance of the second support level and will be automatically closed when the original ticket will be moved back to the SD or is closed. The SLA of the original ticket could be still used to measure the overall SD performance.