Routing Priority 1 Tickets

March 29th, 2014 | Posted by Don Boylan in Incident Management
Q:

What’s your approach towards the major incident management? (dealing with severity 1 incidents) I’ve been presented today a model which forbids the initial assignee from re-assigning the ticket back to the service desk if he decides that it was mis-assigned or that the problem lies somewhere else. Instead what one must do is figure out where’s the problem, who is the best person/team to resolve it and call him/her directly.

So basically if I’m a server guy, I receive a sev.1 ticket and I realize that it’s actually some network issue for which I’m not responsible, instead of sending back the ticket to the SD and adding a comment like “network connectivity issue, please contact XXX”, I should contact XXX myself and work towards resolving the issue. What do you think about it? How do you deal with this issue?

A:

In organizations I have been with, Level 1 Incidents are immediately brought to the attention of the Incident process manager (me). If it was assigned incorrectly, the person/group to whom it was assigned would call or page the Incident Manager and indicate that it needed to be re-assigned.

The thinking behind this was that the specialized 2nd level support groups would not have the institutionalized knowledge to quickly get it to the correct group. The person who will most likely have the knowledge (or know who to ask) would be the person in charge the of the Incident process.

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