Escalating and De-escalating Issue Tickets

Scenarios

After an issue ticket is submitted, if the issue handler thinks that the current issue level is improper, the handler can escalate or de-escalate the issue ticket. The escalation or de-escalation process can be configured by referring to Managing Issue Review Tasks.

Escalating and De-escalating an Issue Ticket

1. Log in to COC.
2. In the navigation pane on the left, choose Fault Management > Issues.
3. On the Pending tab page, locate the target issue ticket and click its title.
4. Click Upgrade and Downgrade in the upper right corner.
5. Set parameters on the displayed page.

   Table 1 Parameters for de-escalating and escalating an issue ticket

   Parameter	Description
   Issue Level	The value can be Critical, Major, Minor, or Prompts. Critical: The system or application breaks down, stops, or suspends, causing data loss. Main functions are unavailable, or the module or related modules are abnormal. Major: Some main functions of the system are unavailable, data cannot be saved, and secondary functions of the system are unavailable. The fault is limited to the module. As a result, the module functions are invalid or the module exits abnormally. Minor: Secondary functions are not completely implemented but are not affected, for example, the prompt information is inaccurate, the user interface is poor, the operation time is long, and some module functions are invalid. Prompts: Minor software defects that cause inconvenience or trouble to operators but do not affect the operation and execution of functions.
   Description	Enter the detailed escalation and de-escalation description. The description can contain a maximum of 300 characters.

6. Click OK.

   The issue ticket is escalated or de-escalated. The escalation or de-escalation does not need to be approved.